Escalation Resolution Specialist

Republic Services; Layton (UT); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan with company match

Employee Stock Purchase Plan

Paid Time Off

Life insurance

Job summary

Republic Services is seeking a Customer Care Specialist to act as a subject matter expert in customer experience, handling complex escalations with guidance from a supervisor. You will document interactions in Salesforce and related tools, and work with BU/CRC to craft innovative solutions.

Ideal candidates have strong problem-solving and interpersonal skills, 2+ years in customer service, and experience upselling and closing new opportunities. This role emphasizes quality and customer zeal.

Qualifications

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

Responsibilities

• Provide resolution for complex escalated customer service concerns.
• Respond empathetically to escalated customer concerns to reach quick solutions.
• Monitor and document customer interactions in company systems.
• Collaborate with BU and CRC to implement innovative resolutions.
• Perform root cause analysis on trending issues and reports.
• Develop action plans with teams to improve processes for escalations.
• Maintain high quality, productivity, and continuous improvement.
• Work independently to overcome obstacles and achieve outcomes.

Skills

Interpersonal skills

Problem solving

Customer focus

Upselling

Communication

Education

High school diploma or GED

Tools

Salesforce

RISE

Knowledge Management Tool

Republic Maps

Infopro

Billing systems

Job description

Republic Services is seeking a Customer Care Specialist to act as a subject matter expert in customer experience, handling complex escalations with guidance from a supervisor. You will document interactions in Salesforce and related tools, and work with BU/CRC to craft innovative solutions.

Ideal candidates have strong problem-solving and interpersonal skills, 2+ years in customer service, and experience upselling and closing new opportunities. This role emphasizes quality and customer zeal.