Customer Service Rep

Universal Waste Systems, Inc.; Casa Grande (AZ); On-site; USD 19,000 - 30,000; Full time

Job summary

Universal Waste Systems, Inc. is seeking a Customer Service Representative to handle high-volume calls, web submissions and in-person visits, providing timely, courteous support and resolving inquiries for customers and prospects.

The role requires strong data entry, knowledge of MS Office, and CRM familiarity, with bilingual abilities a plus. The team emphasizes accuracy, courtesy, and collaboration while meeting performance metrics.

Qualifications

• Three years of related experience in a high-volume call center.
• High school diploma or GED preferred.
• Bilingual in Spanish, Mandarin, Korean, Vietnamese, Tagalog, Armenian or Farsi a plus.
• Experience in the resource recovery industry preferred.

Responsibilities

• Respond to a large variety of customer calls, web submissions and in-person visits including service inquiries and changes.
• Log all customer service interactions into customer records.
• Perform data entry and maintain accurate customer records and reports upon request.
• Meet and exceed departmental metrics and municipality-governed targets.
• Coordinate services by facilitating communication between customers and staff.
• Maintain working knowledge of company products and services.
• Participate in trainings to increase skills and service quality.

Skills

Customer service

Active listening

De-escalation

Time management

Education

High school diploma or GED

Tools

Tower CRM

Microsoft Word

Excel

Outlook

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.