Customer Care Representative

Liberty Waste Solutions; Wilmington (NC); On-site; USD 23,000 - 28,000; Full time

Job summary

Liberty Waste Solutions is seeking a Customer Service Representative to ensure productivity and deliver exceptional service. The role requires strong communication, attention to detail, and the ability to work independently while meeting performance metrics.

You will handle inbound calls, resolve inquiries promptly, manage complaints with empathy, and prepare reports. Proficiency in Microsoft Office and the company’s SoftPak system is expected, along with reliable transportation and professional

Qualifications

• Strong communication and active listening to resolve inquiries promptly.
• Ability to handle customer complaints with empathy and professionalism.
• Proficient in Microsoft Office and quick learning of company systems.
• Reliable transportation and professional office attire.

Responsibilities

• Meet or exceed performance metrics for calls, talk time, wait time, and other performance metrics.
• Answer inbound calls professionally and courteously, providing accurate information and resolving inquiries promptly.
• Resolve customer inquiries promptly and with empathy to maintain satisfaction.
• Maintain positive and respectful interactions with customers at all times.
• Follow all required safety policies and procedures.
• Prepare and submit daily, weekly, and monthly reports as required.
• Become proficient in the company’s phone system and SoftPak.
• Perform other job-related duties as assigned.

Skills

Microsoft Office Suite

Communication skills

Active listening

Complaint resolution

Time management

Problem-solving

Adaptability

Integrity & confidentiality

Self-motivation

Team collaboration

Customer service

Phone system navigation

SoftPak proficiency

Tools

SoftPak

Job description

The Customer Service Representative is responsible for ensuring maximum productivity and delivering exceptional service to customers. This role requires strong communication skills, attention to detail, and the ability to work independently while meeting performance metrics. A critical aspect of this position is effectively managing and resolving customer complaints to maintain satisfaction and loyalty.

Key Responsibilities:

• Achieve or exceed company-established goals for calls, talk time, wait time, and other performance metrics.
• Answer inbound calls professionally and courteously, providing accurate information and resolving inquiries promptly.
• Handle customer complaints with empathy and professionalism, ensuring timely resolution and maintaining a positive customer experience.
• Maintain positive and respectful interactions with customers at all times.
• Follow all required safety policies and procedures.
• Prepare and submit daily, weekly, and monthly reports as required.
• Become proficient in the company’s phone system and operating system (SoftPak).
• Perform other job-related duties as assigned.

Pay: $17-$20/hr

Job Requirements & Core Competencies:

Technical Skills:

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Ability to learn and navigate company-specific systems quickly.
• Communication Skills: Clear, concise verbal and written communication; ability to interact effectively with all levels of management and customers.
• Active Listening: Pays full attention to customer concerns, asks clarifying questions, and ensures understanding before responding.
• Complaint Resolution: Demonstrates patience, empathy, and problem-solving skills when addressing customer complaints; focuses on turning negative experiences into positive outcomes.
• Service Orientation: Strong desire to help others and resolve issues efficiently.
• Time Management: Prioritizes tasks and meets deadlines consistently.
• Problem-Solving: Quickly grasps concepts, identifies issues, and implements solutions with minimal supervision.
• Adaptability: Maintains composure under pressure and adjusts to changing priorities.
• Integrity & Confidentiality: Handles sensitive information responsibly and ethically.
• Self-Motivation: Works independently, takes initiative, and maintains pride in work quality.
• Team Collaboration: Works well with others to achieve shared goals.

Additional Requirements:

• Reliable transportation.
• Professional office attire.
• Ability to adhere to work schedules and company policies.