Customer Service

Summary:

The Customer Service Associate works to deliver the highest level of quality service to our customers. The Customer Service Associate receives and responds to routine residential and commercial customer calls, inquiries, requests and complaints, which are typically general to moderately complex in nature and require limited research and investigation to reach resolution. Working in established guidelines, this position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved.

Essential Duties and Responsibilities

• Successfully complete training to become knowledgeable about the waste industry and Meridian Wastes' processes, services and policies.
• Respond in a timely and accurate manner to routine customer service calls, ensuring that residential and commercial service issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding general residential and commercial service matters, which may involve outbound calls and other communications to resolve simple issues including, billing questions, service inquiries or cancellations, residential price increases and equipment issues.
• Return all internal and external calls, emails and faxes in a timely manner to ensure that customers' concerns are understood, addressed and resolved in an efficient and complete manner as possible.
• Receive and review individual performance metric reports and action plan with manager to understand individual performance.
• Enter service data into computer for billing and scheduling purposes.
• Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track service inquiries and resolution.
• Follow and comply with all safety policies.
• Additional duties as assigned.

QUALIFICATIONS

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/ and or Experience:

• Associates Degree preferred
• Minimum of 3 years of related experience required.
• Experience in the Solid Waste Industry preferred.

Specialized Knowledge Required - Including any required certificates, licenses, and registrations

• Strong organizational skills and ability to work in high-volume, fast-paced environment.
• Ability to work effectively and efficiently within a team environment.
• Microsoft Office
• Ability to complete projects and assignments with minimal direction from leadership.
• Effective multitasking skills with high computer usage.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Light lifting (50 pounds), office environment

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
• Travel: As required for position.

In addition to the above, the performance of other related duties may be required.

I have read and understand the contents of the above job description.