Escalation Resolution Specialist

Republic Services; Jerome (ID); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

Retirement plan

ESPP

PTO

Job summary

Republic Services is seeking a Customer Care Specialist to act as a subject matter expert for customer experiences, handling complex escalated requests with care and efficiency. You will work under supervision and leverage familiarity with company services, systems, and processes to resolve issues promptly.

You will document interactions in Salesforce, RISE, and other tools, analyze trends, and partner with BU and CRC teams to improve processes and customer satisfaction.

Qualifications

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

Responsibilities

• Respond to escalated customer concerns with empathy and professionalism.
• Input and track customer interactions in company systems (Salesforce, RISE, etc.).
• Perform root cause analysis and identify trends.
• Collaborate with BU and CRC to implement solutions.
• Prioritize and document information for resolutions.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Call center experience

Education

High school diploma or GED

Tools

Salesforce

RISE

Knowledge Management Tool

Billing systems

Job description

Republic Services is seeking a Customer Care Specialist to act as a subject matter expert for customer experiences, handling complex escalated requests with care and efficiency. You will work under supervision and leverage familiarity with company services, systems, and processes to resolve issues promptly.

You will document interactions in Salesforce, RISE, and other tools, analyze trends, and partner with BU and CRC teams to improve processes and customer satisfaction.