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    Customer Service Representative - Albuquerque, United States - Universal Waste Systems

    Universal Waste Systems
    Universal Waste Systems Albuquerque, United States

    2 weeks ago

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    Description

    Job Description

    Job DescriptionThe primary role of the Customer Service Representative is to provide timely, tailored, efficient and courteous assistance to customers and prospective customers in a high-volume call center.

    Essential Responsibilities

    • Respond to a large variety of customer calls, web submissions and in-person visits including service inquiries and changes, complaints, billing and payment.
    • Log all customer service interactions into customer records.
    • Perform data entry, maintain accurate customer records and prepare various reports upon request paying close attention to accuracy and detail.
    • Meet and exceed departmental and municipality-governed metrics expectations.
    • Facilitate communication between customers and staff to coordinate services.
    • Maintain a working knowledge of company and industry products and services.
    • Participate in Department and Company-wide trainings to increase skill sets and improve service.

    Knowledge, Skills & Abilities

    Knowledge of:

    • Superior customer service-related techniques and telephone etiquette.
    • Modern office practices and procedures including the use of standard computer programs such as Microsoft Word, Excel, Outlook, Search Engines and Google Maps.
    • Proper spelling, grammar, punctuation and word choice.
    • Multi-line call center and customer relationship management software (Tower experience a plus).

    Ability to:

    • Actively listen to, and empathize with, customer concerns.
    • Employ de-escalation and conflict-resolution methodologies.
    • Maintain a positive attitude with customers and coworkers.
    • Proactively establish trust and credibility with customers and coworkers by maintaining accountability.
    • Contribute to the team dynamic by promoting inclusion, support and collaboration amongst coworkers.
    • Take initiative, self-manage time and productivity through multitasking.
    • Effectively and concisely communicate both orally and in writing.
    • Learn the products and services offered by Universal Waste Systems, Inc.
    • Anticipate customer needs and recommend appropriate products and services.
    • Type 40 WPM

    Education, Training & Experience

    • Three years of related experience working in a high-volume call center required.
    • High school diploma or GED preferred.
    • Experience in the resource recovery industry preferred.
    • Bilingual (Spanish) a plus.
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