Lead Customer Service Specialist

Recology; United States; On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Paid time off

Health benefits

401(k) with match

Job summary

Recology Humboldt County in Eureka seeks a Lead Customer Service Specialist to provide efficient telephone and counter service, advancing billing accuracy and account status information while guiding a small team of customer service staff.

The role focuses on resolving questions, handling escalations, and coordinating communications with customers and co-workers to ensure prompt service and accurate records.

Qualifications

• High school diploma or GED required.
• Bachelor's degree preferred.
• 6+ years of related experience and/or training.

Responsibilities

• Answers telephone or greets customers at counter.
• Provides information about collections, rates, billing, and account status promptly and correctly.
• Addresses customer questions and resolves complaints through a combination of telephone service, data entry, billing, and reconciling customer payments.
• Maintains appropriate records, prepares requested reports and performs related clerical duties.
• Expedites communications and services between customers and co-workers verbally or through written communications to coordinate services, records, and account status.
• Participates in training related to customer service work processes, procedures, skills and safety.
• Handles special calls including escrow, bankruptcies, delinquent accounts by telephone contact and monitoring delinquent accounts to point of resolution.
• Principles of employee training and supervision.
• Other duties as assigned

Skills

Customer service

Phone etiquette

Data entry

Record keeping

Education

High school diploma or GED required

Bachelor's degree preferred

Job description

Recology Humboldt County

The Role of Lead Customer Service Specialist

• Answers telephone or greets customers at counter.
• Provides information about collections, rates, billing, and account status promptly and correctly.
• Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
• Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
• Expedites communications and services between customers and co-workers verbally or through written communications to coordinate services, records, and account status.
• Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.
• Handles special calls including escrow, bankruptcies, delinquent accounts by telephone contact and monitoring delinquent accounts to point of resolution, as appropriate.
• Principles of employee training and supervision.
• Other duties as assigned

City: Eureka

Location: 1006 - Recology Humboldt County

Subsidiary Name: Recology Humboldt County

The Role of Lead Customer Service Specialist

Provides efficient and courteous customer service by telephone and/or personal contact for issues that are routine or straightforward in nature. Leads other Customer Service personnel.

Essential Responsibilities

• Answers telephone or greets customers at counter.
• Provides information about collections, rates, billing, and account status promptly and correctly.
• Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
• Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
• Expedites communications and services between customers and co-workers verbally or through written communications to coordinate services, records, and account status.
• Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.
• Handles special calls including escrow, bankruptcies, delinquent accounts by telephone contact and monitoring delinquent accounts to point of resolution, as appropriate.
• Principles of employee training and supervision.
• Other duties as assigned

Qualifications

• High school diploma or GED required.
• Bachelor's degree preferred.
• 6+ years of related experience and/or training.

Recology Offers

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.
• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R’s: Reduce, Re-use, Recycle, and Recologize.
• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

Recology Benefits May Include

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

Supplemental Information

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.