Escalations & Solutions Specialist - Customer Care

Republic Services, Inc.; Post Falls (ID); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Comprehensive medical benefits

Dental & vision

Retirement plan with company match

Employee stock purchase plan (ESPP)

Paid Time Off (PTO)

Employee discount programs

Life insurance

Disability insurance

Employee Assistance Program (EAP)

Job summary

Republic Services, Inc. is seeking a Customer Care Specialist to act as a subject matter expert in customer experience.

With oversight and deep knowledge of company services, you will resolve escalated requests quickly, accurately, and with a customer-first approach. You will collaborate with the BU and CRC teams, monitor calls and emails, and input case details into Salesforce and other systems to support timely resolutions and quality service.

Qualifications

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

Responsibilities

• Support and oversight from the Customer Care Supervisor to resolve complex escalated customer service concerns.
• Respond professionally and empathetically to escalated concerns to reach expedient solutions.
• Monitor and review calls and emails to ensure understanding and clear resolution.
• Collaborate with BU and CRC personnel to gather insights and implement solutions for escalations.

Skills

Customer service

Escalation handling

Communication

Problem-solving

Education

High school diploma or GED

Tools

Salesforce

RISE

Knowledge Management Tool

Republic Maps

Infopro

Billing systems

Job description

Republic Services, Inc. is seeking a Customer Care Specialist to act as a subject matter expert in customer experience.

With oversight and deep knowledge of company services, you will resolve escalated requests quickly, accurately, and with a customer-first approach. You will collaborate with the BU and CRC teams, monitor calls and emails, and input case details into Salesforce and other systems to support timely resolutions and quality service.