Customer Experience Specialist (CSR)

LRS; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Job summary

LRS in the United States is looking for a Customer Experience Manager to lead inbound and outbound calls, email and chat support, ensuring a seamless customer journey. You will work with team leaders to identify improvements and maintain accurate records while delivering exceptional service in a fast-paced environment.

Position requires 2–3 years of call center experience with strong communication skills and proficiency in MS Word, Excel, and Outlook.

Qualifications

• 2‑3 years of call center experience.
• Exceptional verbal and written communication skills.
• Detail‑oriented with strong organizational skills.

Responsibilities

• Anticipate customer needs and ensure an efficient, seamless experience.
• Strive for first-contact resolution with each interaction.
• Record and verify customer information accurately in the system.
• Handle calls, inquiries, and complaints with a positive attitude and timely resolution.
• Collaborate with team members to improve processes and services.
• Provide excellent customer experience via inbound/outbound calls, email, and chat.

Skills

Call center experience

Excellent communication

Microsoft Office (Word/Excel/Outlook)

Education

High School Diploma or GED

Job description

LRS is the industry leader in providing innovative and environmentally responsible waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and preservation of the environment. Through our safe and innovative approach to waste diversion, LRS thrives on the passion and innovation of our employees to preserve and sustain the beauty of the towns, neighborhoods and communities that we serve. We are excited to hire candidates that align with our Vision and Values: To become the safest, most innovative waste recycler in the world by redefining the way the world views waste.

Values

• Serve With Passion
• Innovate Relentlessly
• Engage With Integrity
• Build Community
• Be Accountable

Reporting

Customer Experience Manager

Responsibilities

• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience.
• Strive for first‑contact resolution with each interaction.
• Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations.
• Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization.
• Work with team leaders to identify opportunities to improve processes, products, and services.
• Update customer information in the system during and after each correspondence.
• Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings.
• Become proficient with client programs and develop product knowledge.
• Record and verify names, addresses, purchases, and reactions of prospective customers.
• Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary.
• Participate in learning opportunities for process improvements, time management, and technology skills.
• Follow company policies and procedures.
• Engage in special projects and other duties as needed.
• Provide excellent customer experience via inbound and outbound calls, email, and chat support.

Qualifications

• High School Diploma or GED.
• 2‑3 years of call center experience.
• Natural positive, helpful, and courteous attitude.
• Willingness to assist with client needs.
• Demonstrable patience and attentiveness in all communication and interactions.
• Comfortable working in a fast‑paced and very active group environment.
• Ability to work cooperatively with team members to build camaraderie and teamwork.
• Self‑motivated to provide top‑notch customer service.
• Exceptional verbal and written communication skills.
• Detail‑oriented with strong organizational skills.
• Ability to think critically and creatively to proactively and independently solve problems.
• Basic math skills.
• Maintain a positive and professional attitude and outlook with customers and coworkers.
• Adherence to attendance and scheduling policies.
• Excellent Microsoft Word, Excel, and Outlook software skills.
• Schedule: 40 hours per week plus one to two Saturdays per month.

Physical Demands / Environmental Factors

• Regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand and walk.
• Must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus.
• Some regional travel required.