Customer Service Rep

Automatic Data Processing, Inc.; Casa Grande (AZ); On-site; USD 32,000 - 52,000; Full time

Job summary

Universal Waste Systems, Inc. is seeking a Customer Service Representative to provide timely, courteous assistance to customers in a high-volume call center.

You will handle calls, web submissions, and in-person visits, log interactions, perform data entry, and prepare reports while maintaining accurate records. The role requires strong communication, active listening, and de-escalation skills, with a focus on meeting metrics and contributing to team success.

Qualifications

• Three years of related experience in a high-volume call center.
• High school diploma or GED is preferred.
• Bilingual ability is a plus (Spanish, Mandarin, Korean, Vietnamese, Tagalog, Armenian, Farsi).

Responsibilities

• Respond to a variety of customer calls, web submissions and in-person visits for inquiries, changes, complaints, billing and payment.
• Log all customer interactions into records.
• Perform data entry and maintain accurate records; prepare reports as requested.
• Meet and exceed departmental metrics.
• Coordinate communications between customers and staff to ensure service.
• Maintain knowledge of company products and services and participate in trainings.

Skills

Customer service

Active listening

De-escalation

Multiline call center

Written & verbal comms

Typing speed 40 WPM

Bilingual a plus

Education

High school diploma or GED

Tools

Tower CRM

Microsoft Office

Google Maps

Job description

The primary role of the Customer Service Representative is to provide timely, tailored, efficient and courteous assistance to customers and prospective customers in a high-volume call center.

1. Respond to a large variety of customer calls, web submissions and in-person visits including service inquiries and changes, complaints, billing and payment.

2. Log all customer service interactions into customer records.

3. Perform data entry, maintain accurate customer records and prepare various reports upon request paying close attention to accuracy and detail.

4. Meet and exceed departmental and municipality-governed metrics expectations.

5. Facilitate communication between customers and staff to coordinate services.

6. Maintain a working knowledge of company and industry products and services.

7. Participate in Department and Company-wide trainings to increase skill sets and improve service.

Knowledge, Skills & Abilities

Knowledge of:

• Superior customer service-related techniques and telephone etiquette.
• Modern office practices and procedures including the use of standard computer programs such as Microsoft Word, Excel, Outlook, Search Engines and Google Maps.
• Proper spelling, grammar, punctuation and word choice.
• Multi-line call center and customer relationship management software (Tower experience a plus).

Ability to:

• Actively listen to, and empathize with, customer concerns.
• Employ de-escalation and conflict-resolution methodologies.
• Maintain a positive attitude with customers and coworkers.
• Proactively establish trust and credibility with customers and coworkers by maintaining accountability.
• Contribute to the team dynamic by promoting inclusion, support and collaboration amongst coworkers.
• Take initiative, self-manage time and productivity through multitasking.
• Effectively and concisely communicate both orally and in writing.
• Learn the products and services offered by Universal Waste Systems, Inc.
• Anticipate customer needs and recommend appropriate products and services.
• Type 40 WPM

Education, Training & Experience

1. Three years of related experience working in a high-volume call center required.

2. High school diploma or GED preferred.

3. Experience in the resource recovery industry preferred.

4. Bilingual (Spanish, Mandarin, Korean, Vietnamese, Tagalog, Armenian & Farsi) a plus.

Supplemental Information

Universal Waste Systems celebrates diversity and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.