Customer Service Representative

Rumpke Waste & Recycling; Louisville (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

Rumpke Waste & Recycling in Louisville, KY is seeking a Customer Service Representative to be the first point of contact for customers and resolve issues by phone, email, or social media, while upholding our service standards. You will work with a team to meet call center objectives, handle billing inquiries, sign-ups, cancellations, and data entry, and coordinate with other departments to resolve problems.

1–2 years of call center experience is preferred; bilingual skills are a plus.

Qualifications

• 1–2 years of call center or customer service experience.
• Bilingual skills are desired but not required.

Responsibilities

• Answer phones promptly and courteously.
• Respond to customer inquiries via phone, email, social media, or other channels.
• Identify reasons for cancellation and attempt to retain customers.
• Provide information on service options, charges, billing, and contracts.
• Process customer payments and assist with RumpkePay.
• Log and record information on customer accounts and create work orders.
• Coordinate with other departments to resolve issues.
• Maintain accuracy in data entry and billing details.
• Meet call center objectives and deadlines.

Skills

Customer service

Data entry

CRM tools

Microsoft Office

Problem solving

Education

High School diploma or equivalent

GED or better

Tools

CRM software

Microsoft Excel

Job description

Louisville, KY 1101 W Oak St Louisville, KY 40210, USA

Description

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you’ll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

Customer Service Representatives receive and respond to calls from customers. The Customer Service Representative will serve as the first point of contact for customers to resolve issues. This role works with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.

Responsibilities of Position:

• Answer phones promptly and courteously utilizing company procedures
• Receive and respond professionally and courteously to all customer inquiries
• Inquiries may be received via telephone, email, social media, fax or personal contact regarding service level changes, customer inquiries, billing, payments, new customer sign-up, cancellations, etc
• Identify customer’s reason for canceling service and attempt to retain customers
• Provide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiries
• Ensure customer concerns are understood and clearly explain resolution to the customer
• Process customer payments and assists customers with RumpkePay as needed
• Work in conjunction with other departments to resolve customer issues
• Log and record information on customer accounts
• Create work orders/interactions, as needed
• Work special data entry projects with accuracy and complete in time to meet deadlines
• Resolve customer account issues and adjust accounts accordingly with verification from management, as needed
• Process online data entry for accounts based designated department
• Manage and monitor billing/invoicing, renewals/bids/price increase/tonnage, including maintaining sticker inventory used within contracted areas as needed
• Perform other duties as assigned

Supervisory Responsibility:

• This position will not manage employees

Skills & Abilities Needed for Position:

• Ability to maintain a professional appearance and demeanor
• Advanced computer proficiency in Windows and Microsoft Office applications and CRM tools
• Proven analytical/problem solving skills for the customer and the company
• Excellent customer service and data entry skills
• Ability to work both independently and as a team, meeting and exceeding call center standards
• Ability to research and identify the root cause of issues, make decisions, and solve problems
• Ability to react well under pressure and treat others respectfully

Experience & Knowledge Needed for Position:

• Bilingual skills are desired, but not required
• 1-2 years of call center or customer service experience preferred

Physical Requirements in a Regular Workday:

• Occasionally lifting/carrying/pushing/pulling a max of 10 lbs
• Occasionally stooping/kneeling/crouching/crawling
• Continuously sitting
• Rarely standing/walking

Additional Working Conditions/Aspects:

• Ability to work flexible hours; expected to work nights and weekends as needed
• Ability to work overtime, weekends, and/or holidays
• Legally eligible to work in the United States
• Valid driver’s license (if applicable)
• Must successfully complete pre-employment testing
• Must be able to read and speak the English language

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Qualifications

Education

Required

High School or better.

Preferred

General Education Diploma or better.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.