Escalations Care Specialist — Customer Experience

Republic Services; Post Falls (ID); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental/Vision plans

Retirement plan with company match

Employee Stock Purchase Plan (ESPP)

Paid Time Off (PTO)

Job summary

Republic Services seeks a Customer Care Specialist to act as a subject matter expert in customer experience. Under supervision, you will resolve complex escalated requests with timeliness and accuracy, leveraging systems like Salesforce and other internal tools to ensure clear resolution.

You will collaborate with BU and CRC teams to identify insights, perform root cause analysis, and drive process improvements while maintaining high levels of service and customer zeal.

Qualifications

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

Responsibilities

• Resolve escalated customer service concerns with professionalism and empathy.
• Monitor and document customer interactions in company systems (Salesforce, billing systems).
• Collaborate with BU and CRC to identify insight and implement solutions.
• Perform root cause analysis and identify trending patterns.
• Develop action plans with BU and Customer Experience to improve processes.

Skills

Product knowledge

Problem-solving

Education

High school diploma or GED

Tools

Salesforce

RISE

Knowledge Management Tool

Republic Maps

Infopro

Billing systems

Job description

Republic Services seeks a Customer Care Specialist to act as a subject matter expert in customer experience. Under supervision, you will resolve complex escalated requests with timeliness and accuracy, leveraging systems like Salesforce and other internal tools to ensure clear resolution.

You will collaborate with BU and CRC teams to identify insights, perform root cause analysis, and drive process improvements while maintaining high levels of service and customer zeal.