Customer Experience Specialist

NewSouth Waste; West Columbia (SC); On-site; USD 32,000 - 52,000; Full time

Job summary

NewSouth Waste in West Columbia, SC is seeking a Customer Service Representative to be the primary contact for customers, handling calls to provide information, resolve issues, and process requests.

You will work with a team to ensure a positive experience, meet performance goals, document interactions in CRM, and stay informed on products, policies, and promotions. Excellent communication and problem-solving skills are essential in a fast-paced environment.

Qualifications

• High school diploma or GED required; associate degree preferred.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication skills.
• Excellent listening, problem-solving, and conflict resolution abilities.
• Proficient in Microsoft Office and customer service software/CRM systems.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays, if required.

Responsibilities

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Make outbound calls to follow up with customers, verify information, or resolve outstanding issues.
• Assist customers with questions regarding products, services, billing, accounts, and orders.
• Resolve customer complaints by identifying issues, researching solutions, and providing appropriate resolutions.
• Document customer interactions accurately in the customer relationship management (CRM) system.
• Process account updates, payments, refunds, and service requests as needed.
• Meet or exceed established performance metrics, including call quality, productivity, attendance, and customer satisfaction.
• Escalate complex issues to supervisors or appropriate departments when necessary.
• Maintain confidentiality of customer information and comply with company policies and procedures.
• Stay informed about company products, services, policies, and promotions.

Skills

Customer-focused

Phone etiquette

Active listening

Time management

Data entry

Teamwork

Adaptability

Education

High school diploma or GED

Tools

CRM software

Microsoft Office

Job description

NewSouth Waste in West Columbia, SC is seeking a Customer Service Representative to be the primary contact for customers, handling calls to provide information, resolve issues, and process requests.

You will work with a team to ensure a positive experience, meet performance goals, document interactions in CRM, and stay informed on products, policies, and promotions. Excellent communication and problem-solving skills are essential in a fast-paced environment.