Customer Resource Specialist II

Republic Services



POSITION SUMMARY: Under general direction from the Customer Resource Supervisor and with in-depth knowledge of the Company's services and processes, the Customer Resource Specialist II works within a Customer Resource Center (CRC) to process and resolve moderately complex customer requests; and deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved.PRINCIPAL RESPONSIBILITIES:* Provides second tier of customer support, responding to forwarded customer service requests in a timely and accurate manner will demonstrating a high level of customer service empathy, professionalism and respect.* Responds primarily to inbound calls and may initiate outbound calls to resolve moderately complex issues.* Assists Customer Resource Associates and Customer Resource Specialist I with investigating and resolving customer service issues.* Effectively responds to Residential and Commercial customer requests including, but not limited to, service changes, bulk pick up and issues with billing and equipment.* Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers' concerns are understood and resolution is clearly explained.* Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner.* Enters service and route data into Company system for billing and route scheduling purposes.* Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.* May assist CRC management with developing action plans to resolve issues and build effective processes.* Performs other job-related duties as assigned or apparent.QUALIFICATIONS:* Associates or Bachelor's Degree.* Waste or service industry experience.* Experience using bilingual skills, particularly Spanish, in a business environment.MINIMUM REQUIREMENTS:* High school diploma or GED.* Minimum of 2 months experience in a high volume call center or customer service environment.Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

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