Job Description
Description
7:55AM-5:01PM M-F
Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.
When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.
This is your opportunity to make a difference for you and your family. Come join our team!
Customer Service Representatives receive and respond to calls from customers. The Customer Service Representative will serve as the first point of contact for customers to resolve issues. This role works with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.
Responsibilities of Position:
Answer phones promptly and courteously utilizing company procedures
Receive and respond professionally and courteously to all customer inquiries
Inquiries may be received via telephone, email, social media, fax or personal contact regarding service level changes, customer inquiries, billing, payments, new customer sign-up, cancellations, etc
Identify customer's reason for canceling service and attempt to retain customers
Provide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiries
Ensure customer concerns are understood and clearly explain resolution to the customer
Process customer payments and assists customers with RumpkePay as needed
Work in conjunction with other departments to resolve customer issues
Log and record information on customer accounts
Create work orders/interactions, as needed
Work special data entry projects with accuracy and complete in time to meet deadlines
Resolve customer account issues and adjust accounts accordingly with verification from management, as needed
Process online data entry for accounts based designated department
Manage and monitor billing/invoicing, renewals/bids/price increase/tonnage, including maintaining sticker inventory used within contracted areas as needed
Perform other duties as assigned
Supervisory Responsibility:
This position will not manage employees
Skills & Abilities Needed for Position:
Excellent verbal & written communication skills
Ability to maintain a professional appearance and demeanor
Advanced computer proficiency in Windows and Microsoft Office applications and CRM tools
Proven analytical/problem solving skills for the customer and the company
Excellent customer service and data entry skills
Ability to work both independently and as a team, meeting and exceeding call center standards
Ability to research and identify the root cause of issues, make decisions, and solve problems
Ability to react well under pressure and treat others respectfully
Experience & Knowledge Needed for Position:
Bilingual skills are desired, but not required
1-2 years of call center or customer service experience preferred
Physical Requirements in a Regular Workday:
Occasionally lifting/carrying/pushing/pulling a max of 10 lbs
Occasionally stooping/kneeling/crouching/crawling
Continuously sitting
Rarely standing/walking
Additional Working Conditions/Aspects:
Ability to work flexible hours; expected to work nights and weekends as needed
Ability to work overtime, weekends, and/or holidays
Legally eligible to work in the United States
Valid driver's license (if applicable)
Must successfully complete pre-employment testing
Must be able to read and speak the English language
This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.
Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Qualifications
Education
High School (required)
General Education Diploma (preferred)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
