Call Center Representative - Irwindale, United States - Athens Services
Description
NOT A REMOTE POSITION
Your scheduled first day of employment will 7/10
**Work schedule Monday - Friday 8:00 am - 5:00 pm and Rotating Saturdays 8:00 am - 12:00 pm.
The Call Center Representative I reports to the Customer Service Supervisors and is responsible for providing Athens clients and residents of surrounding communities with a resource for insuring exceptional service, answering inquiries, fulfilling requests, maintain/update database records and resolving concerns or complaints.
Call Center Representative I requires exceptional understanding of our customer community contract benefits, city ordinances, billing database, and the ability to soft collect and enroll customers into payment options during calls.
Essential Job Functions
- Primary function is to handle Service calls, soft collect, and present payments options.
- Secondary responsibility is to handle billing payments enhancing web pay customer base, with additional responsibility to fully set up new customers with all options during the first call transaction.
- Determines requirements by working with customer profile, requires detail based on challenge and present alternative solutions to customers.
- Must be well versed in company billing database and payment options to satisfactorily resolve customer and company requirements.
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Up-Sells additional services by recognizing opportunities to upsell accounts; explaining new services, charges for additional equipment, extra service requests, etc.
- Requires impeccable documentation skills keeping the customer well informed and accurate notes in database system.
- Updates and maintains call center database by entering information on every call.
- Serves as an onsite resource for customers as well as Athens sales and operations personnel.
- Updates job knowledge by participating in educational opportunities, attends mandatory training to enhance system and equipment knowledge and selling skills.
- Enhances career by accepting ownership of accomplishing new and different projects.
- Greet customers and residents in a professional & courteous manner.
- Meets or exceeds service quality and productivity goals set for the position.
- Attends various city events as Company representative.
- Performs other duties as assigned.
Required Qualifications
- Minimum of 23 years of experience in a high volume Call Center is required.
- High School Diploma/GED.
- Strong multitasking abilities and high detail is required.
- Excellent verbal, written and presentation skills.
- Proficient in building trusting relationships with customers and being attentive to their needs.
- Customer focused and exceptional listening abilities.
- Data entry by touch and typing proficiency of 45 wpm.
- Proficiency in the use of Microsoft Office software.
- Ability to effectively make quick sound decisions.
- Ability to perform physical requirements of the position with or without reasonable accommodations.
Preferred Qualifications
- Bilingual English / Spanish
- Work experience in the waste or transportation industry.
Physical/Environmental Demands:
- Physical:Sitting, seeing, hearing, & smelling continuously.
Eye/hand coordination, fingering (typing), handling, & wrist motion continuously.
Bending, reaching, stretching, standing, & walking occasionally.
- Environmental:Exposure to dust, smoke, fumes, odors, & noise occasionally.
Works inside only. Position considered office only.
Benefits:
- Comprehensive benefit package Medical, Dental, Vision
- 401K, Profit Sharing & Match
- Employee Assistance Program
- Life Insurance
- Paid Vacation and Sick Time
- Recognition programs
- Professional development learning
- Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran_
Salary:
$21.00 per hour
Pay:
$21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location:
In person
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