Escalation Care Specialist - Elevating Customer Experience

Republic Services; Wisconsin; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

Retirement plan with company match

ESPP

PTO

Employee discounts

EAP

Disability insurance

Job summary

Republic Services is seeking a Customer Care Specialist to be a customer experience expert, resolving escalated requests with accuracy and care. You will work under supervision, leveraging deep knowledge of services and processes to meet customer needs.

The role requires use of Salesforce, RISE, and other company systems to document interactions, perform root-cause analysis, and collaborate with BU/CRC to implement effective solutions.

Qualifications

• High school diploma or GED required.
• Minimum of 2 years in a call center or customer service environment with significant direct customer contact.
• Experience handling escalated customer service issues.
• Experience with upselling and closing new business opportunities.

Responsibilities

• Respond to escalated customer concerns to reach expedient solutions.
• Record and monitor interactions in systems such as Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems.
• Perform root cause analysis and address trending patterns.
• Develop action plans with BU and Customer Experience to improve processes and resolutions.

Skills

Product knowledge

Problem solving

Customer service experience

Education

High school diploma or GED

Tools

Salesforce CRM

RISE

Billing systems

Job description

Republic Services is seeking a Customer Care Specialist to be a customer experience expert, resolving escalated requests with accuracy and care. You will work under supervision, leveraging deep knowledge of services and processes to meet customer needs.

The role requires use of Salesforce, RISE, and other company systems to document interactions, perform root-cause analysis, and collaborate with BU/CRC to implement effective solutions.