Customer Service Representative

Job Description

Job Description

Description:

Do you have excellent Customer Service skills and Dispatch experience? If so, then we have the job for you!

CWS is a leading provider of waste management services throughout South Carolina, Georgia, Tennessee, Virginia, and Florida. We are committed to providing superior customer service with our emphasis on integrity, reliability and cleanliness. Our exceptional customer service team helps deliver satisfaction to our clients throughout our footprint. If you are passionate about helping others and seeking a challenging and interesting position, apply today!

The Customer Service Rep will communicate back and forth with Drivers to assist with problem resolution while on route for residential, commercial and roll-off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. In addition to setting up setting up new accounts from Service Agreements and maintaining proper flow of paperwork from sales to operations; file and maintain customer contracts and records in neat orderly fashion.

POSITION SUMMARY:

Respond to and resolve customer service inquiries, requests or complaints; work directly with sales personnel to maintain customer accounts as necessary.

MINIMUM REQUIREMENTS:

Education: High School Diploma, GED and/or equivalent work experience

Years of Experience: One year of customer service experience

Preferred: 12 months experience with company procedures, products and service, and experience working in a team environment

Language: Proficient in speaking English

PRIMARY DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Respond effectively and courteously to customer service inquiries, requests or complaints. Return all customer calls in a timely manner
• Notify the appropriate personnel to handle the customer's problems and concerns
• Research and resolve issues in a timely manner
• Review daily reports with the Customer Service Manager/Office Manager
• Enter service and route data into computer for billing and route scheduling purposes
• Service all Residential and/or Commercial accounts by setting up new accounts from Service Agreements and maintaining proper flow of paperwork from sales to operations; file and maintain customer contracts and records in neat orderly fashion
• Route customers for recycling and trash pick-ups
• Work closely with dispatch to ensure quality assurance
• Assist with collections by reinstating customers, processing reinstatement paperwork and processing collections letters for mailing
• Maintains customer records by updating account information, logging customer concerns
• Identify, assess, and resolve customers’ needs to achieve satisfaction

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent customer services skills
• Basic customer skills required for inputting and retrieving data
• Strong written and verbal communication skills
• Ability to handle multiple tasks
• Ability to work effectively with others in a team environment
• Problem solving and conflict resolution

EQUIPMENT AND SOFTWARE USED:

• Microsoft Office: Word, Excel, PowerPoint and Outlook
• Company information systems applications

WORK ENVIRONMENT:

• Usual office environment
• In person / Work On-site

TYPICAL PHYSICAL DEMANDS:

• Ability to organize various office systems through adjusting, connecting, lifting, pulling, pushing, bending or folding for the purpose of proper records development and/or management
• Ability to use a computer and related devices, such as keyboard or mouse or other related equipment, throughout the workday while seated at a desk or workstation
• Possess speaking skills and hearing ability to interact with customers on the telephone

Education: High School Diploma, GED and/or equivalent work experience

Years of Experience: One year of Dispatch and Customer Service experience

Preferred: 6-12 months experience with company procedures, products and service, and experience working in a team environment