Customer Care Representative

Casella Waste Systems, Inc; Westbrook (ME); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Tuition assistance

Job summary

Casella Waste Systems, Inc. is seeking a Customer Care Representative in Westbrook, ME to deliver outstanding service via inbound calls and inquiries. You will research issues, provide accurate responses, and maintain a courteous, helpful approach.

Responsibilities include addressing customer needs, explaining solutions, and building lasting relationships while meeting call metrics. A high school diploma and 2–4 years in customer service are preferred.

Qualifications

• The candidate will have a high school diploma or GED and 2-4 years in customer service or inside sales.
• Experience with CRM and Microsoft Office is expected.
• Legal eligibility to work in the US is required.

Responsibilities

• Answer or place calls to learn about customers' needs and address issues.
• Respond to customers with clear solutions and ensure they feel supported.
• Engage in active listening, clarify information, and diffuse escalations when needed.
• Build rapport with customers and team members based on trust and reliability.
• Use CRM software, databases, scripts, and tools to assist customers.
• Meet call center metrics while delivering excellent service.
• Identify sales opportunities and make product/service recommendations.
• Participate in training and support the company's mission and values.

Skills

Active listening

Customer service

CRM software

Microsoft Office

Education

High school diploma or GED

2-4 years of customer service or inside sales experience

Tools

Microsoft Dynamics CRM

Job description

Position Summary

The Customer Care Representative provides outstanding service to our customers by responding to a high level of inbound customer calls, inquiriesandrequests which may require research and investigation to reach resolution. The incumbent actively engages customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner.

Hiring Range: $20.00-$22.00 per hour, plus incentive pay and ample opportunities for advancement with our career paths program.

Key Responsibilities

• Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
• Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.
• Engages in active listening with customers, confirming or clarifying information and diffusingescalated situations, as needed.
• Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
• Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
• Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Career Path Definitions & Distinctions

Level I: 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in Casella's business products and services as well as in customer service and client relationship management. Able to effectively manage call volume and understand proprietary software systems. Works within team to support Division sales representatives and provide excellent customer support. Capable of solving increasingly complex problems and offering solutions that engage and retain customer base.

Level II:1-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications as needed. Adept at resolving most escalations and handling a high volume of calls.

Senior Level:2-4+ years of progressively complex experience in the customer service and client relationship management field. Highly integrated knowledge and competence in all areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications to generate and retain business sales. Independently resolves escalations. Skillfully manages a high volume of calls. Capable of taking on special projects or assignments.

Education, Experience & Qualifications

The successful candidate will have a high school diploma or GED, 2-4 years of customer service or inside sales experience, a demonstrated ability to work as part of a team in a collaborative environment, and be legally eligible to work in the US. An advanced degree, relevant sale certifications, prior sales experience and experience or interest in environmental and/or sustainability field are preferred.

Outstanding relationship management skills, excellent listening communication and problem solving skills, the ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office, typing proficient and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected.

Attributes

Positive, team-oriented individual who is curious, attentive, and results-oriented with the ability to see the larger picture while focusing on detailed information.

Benefits

Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.