Customer Service Specialist – Call Center & Retention

Talentify; Cincinnati (OH); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Paid vacation

Job summary

Rumpke Waste and Recycling is seeking a Customer Service Representative in Cincinnati to serve as the first point of contact for customers and resolve issues. You will work with a team to meet call center objectives and enhance the customer service function to exceed expectations.

Responsibilities include handling inquiries via phone, email, social media, or other channels, assisting with billing, sign-ups, cancellations, and payments, and collaborating with other departments to resolve issues.

Qualifications

• Excellent verbal & written communication skills.
• 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.
• Bilingual skills are desired, but not required.
• 1-2 years of call center or customer service experience preferred.

Responsibilities

• 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.

Skills

Verbal communication

Written communication

Computer proficiency

CRM tools

Problem solving

Teamwork

Data entry

Attention to detail

Education

High School

GED preferred

Tools

Windows

Microsoft Office

CRM systems

Job description

Rumpke Waste and Recycling is seeking a Customer Service Representative in Cincinnati to serve as the first point of contact for customers and resolve issues. You will work with a team to meet call center objectives and enhance the customer service function to exceed expectations.

Responsibilities include handling inquiries via phone, email, social media, or other channels, assisting with billing, sign-ups, cancellations, and payments, and collaborating with other departments to resolve issues.