What are the responsibilities and job description for the Customer Care Representative position at United Site Services?

About USS :

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.

Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.

By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

Overview :

POSITION IS ON SITE (in office)

Bilingual Spanish Candidates highly desired.

The Customer Care Representative (CCR) is an essential partner in the USS inbound sales process and inbound and outbound service support providing world-class front-line support through multiple channels (phone, email or chat) to USS Customers. The CCR is responsible for providing an exceptional customer experience while discovering and resolving customer concerns in a professional, and timely manner. The CCR will be primarily responsible for properly qualifying and managing all USS customer's needs and B2B service inquiries and all sales and service B2C requests to ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of USS's sales process, service model, and methodology as well as system and product knowledge. We are looking for someone who has a positive and professional attitude, enjoys problem solving and thrives in a fast pace rewarding environment.

Responsibilities :

Demonstrate strong safety awareness and leadership

Hold professionally engaging verbal (phone) and written (e-mail, chat) conversations

Professionally answer a high volume of inbound calls within performance guidelines

Answer all e-mail contacts within performance guidelines

Meet Quality Assurance Standards

Meet KPI's as set by Supervisor

Uncover opportunities to offer additional products to all customers that meet their business needs

Follow-up on all customers' needs and manage accordingly through identification, qualification and follow through

Maintain highest quality, long-term partnerships with all USS customers

Maintain a comprehensive knowledge of all USS products and services : act as the subject matter expert

Clearly communicate and coordinate with various departments and systems within the company to ensure customer requests are handled appropriately and in a timely fashion.

Act as liaison between customers, sales, field operations, and office personnel to resolve general inquiries

Produce quotes and work orders through company systems

Reduce escalations and outward transfers, promoting one call resolution

Accept feedback positively

Ensure customer's needs are met while adhering to the USS sales process

Adhere to all company policies, scheduled breaks, and lunch periods

Document sales activities and leverage business intelligence through Salesforce.com

Demonstrate desire to succeed and win as well as grow career opportunities

Demonstrate Polite and Positive Professionalism in all work-related activities

Demonstrate desire to provide a world class customer experience

Recognize peers for outstanding work utilizing USS Achievers

Champion, demonstrate, and uphold our values : Easy, Safe, & Clean

Perform other duties as assigned

Qualifications :

Strong PC proficiency (Microsoft Office, Salesforce, etc.)

Time Management, Organization, and Excellent follow up skills

Strong written and verbal communications

Decision Making and Problem Solving

Ability to navigate company systems and tools efficiently

Teamwork with all sales channels and operations

Quality listening and communication

Time Management

Organization

Excellent follow through and follow up skills (leads, issue resolution, etc.)

Physical Requirements :

Sit while answering phones or reply to emails

Use hands and fingers to handle, control or feel objects tools or controls

Repeat the same movements when entering data

See details of objects that are less than a few feet away

Speak clearly so listeners can understand

Understand the speech of another person

Focus on one source of sound and ignore others

Hear sounds and recognize the difference between them

See differences between colors, shades and brightness

Benefit Summary :

All full-time employees working an average of 30 hours or more per week are eligible for the following benefits :

Holiday & Paid Time Off (pro-rated for Part-Time employees)

Medical / Pharmacy

Dental

Vision

Employer-Paid Short-Term Disability

Employer-Paid Long-Term Disability

Employer-Paid Employee Basic Life & Accidental Death and Dismemberment

Voluntary Employee Life & Accidental Death and Dismemberment

Voluntary Spousal Life

Voluntary Dependent Life

Hospital Indemnity, Accident and Critical Illness

Commuter / Transit Account

Healthcare Flexible Spending Account

Dependent Care Flexible Spending Account

Health Savings Account

401(k) with employer match

Employer-Paid Employee Assistance Program (EAP)

Employee Discounts

Salary Range : 15.50 $25.50 / hour

Pay Transparency Statement :

At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.

EEO Statement :

United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to : race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

Salary : $16 - $26

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