Customer Experience Representative

Walter's Recycling and Refuse; Blaine (MN); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

401K with Employer Match

PTO 10 days + 6 ESST

Job summary

Walters Recycling and Refuse is hiring a Customer Experience Representative in Minnesota. The role handles inbound inquiries, sells services, and processes data with a focus on delivering outstanding customer experiences.

Hybrid office/remote work is possible; expected to manage 55–100 calls per day and improve internal communications. The position requires a high school diploma, 1 year of call center experience, and strong customer service skills.

Qualifications

• High School Diploma or GED required.
• 18 years or older and legally allowed to work in the U.S.
• 1 year of call center experience preferred.
• Outgoing, positive attitude and customer-focused.
• Computer literate with ability to learn CS software applications.
• Typing speed of 35 wpm and basic Excel skills.

Responsibilities

• Answer phones and respond to pricing, services, and questions.
• Sell Walters services to potential new customers.
• Enter account information accurately into the OS.
• Transfer calls to appropriate staff and resolve issues.
• Research billing issues and collect payments by phone.
• Identify trends and suggest process improvements.
• Follow company policies and SOPs; may assist with billing or scanning tasks.
• Be flexible for other duties in the customer service group.

Skills

Call center experience

Customer service

Typing 35 wpm

Excel (intermediate)

Bilingual (Spanish or Hmong)

Education

High School Diploma or GED

Tools

Windows OS

CRM software

Job description

Walters Recycling & Refuse is Hiring for a

Customer Experience Representative!

$20-$23.50 an hour

Positions Available with the Best Trash Hauler in MN!

MN best Gold Winner 6 years in a row.

Star Tribune Reader’s Choice.

Voted Best Trash and Recycling in MN six years in a row!

About us:

Waltersis the premier environmental services provider in the Twin Cities metropolitan area providing waste and recycling collection to the public and private sectors since 1988. We are the largest family owned and operated waste and recycling provider in Minnesota providing over 100,000 services each week with a fleet fueled by both diesel and compressed natural gas (CNG).

About the role:

As aCustomer ExperienceRepresentative, you will interactwith existing and potential customers toprovideoutstanding customer experience, and process information in response to inquiries,interests, and requests about our services.Also,as a Customer Experience Representative, you willassistinimprovinginternal communication between and among several departments.This role reports to the Customer Experience Manager.

Responsibilities:

• Answer phones and respond to customer requestsabout pricing, services, and questions.
• Sell our services to potential new customers.
• Accurately enter account information into our operating system.
• Transfer calls toappropriate staff.
• Identify, research, and resolve customer issues using the operating system.
• Follow-up on customer inquiries notimmediatelyresolved.
• Research billing issues.
• Collect payments over phone, research misapplied payments.
• Recognize, document, and alert the manager of trends in customer calls.
• Recommendprocess improvements.
• Follow all company policies and procedures.
• Other projects may include billing, electronic scanning of checks or other projects within the customer service group.
• Act in accordance with company values.
• Be able to answer 55-100 call per/day.
• Possibility to work a hybrid office/remote schedule
• Utilize knowledge and tactics to save customers when they contact Walters to cancel services
• Utilize departmental SOP’s and scripting to acquire, retain, and save customers
• Other duties as assigned.

Job Requirements:

• High School Diploma or GED
• 18 years or older
• Legally authorized to work in the U.S
• 1 Year of Call Center Experience.
• Outgoing, exciting, positive attitude, task oriented.
• Knowledge of customer service principles and practices
• Computer literate with the ability to learn customer service software applications
• Ability to use a computer in a Windows-based environment
• Typing of 35 wpm
• Intermediate Microsoft Excel user skills
• Sales experience preferred
• Bilingual (Spanish OR Hmong) preferred

Physical Requirements:

• Work is performed in a climate-controlled company. Employees operate standard office equipment including telephone, headset, computer, computer monitors, keyboard, mouse, and copier/scanner. Physical tasks of job include walking, sitting, standing, and bending.

Walters offers competitive benefits packages including:

• Competitive wages - Based on Experience
• Health, Dental and Vision Insurance
• EAP-Employee Assistance Program
• HSA Employer Contributions
• Company Paid: Life Insurance
• Company Paid Parental Leave
• Voluntary Benefits; Additional Life Insurance, Long Term Disability, Critical Illness, and Accident
• Legalshield/ID Shield
• 401K with Employer Match
• 10 days Paid Time Off (PTO) and 6 days of ESST
• 6 Paid Holidays
• Free Trashpickupwithin the Service area.

Walters Recycling and Refuse Inc. is an equal opportunity employer. We make all employment decisions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.This range is generally the minimum and maximum salary or hourly pay for this position at the time of posting for this Job. Any questions you may have about this range, please reach out to HR.