Customer Service Specialist

Job Description

Customer Service Specialist: Applies acquired knowledge of industry, organization, services, and policies to provide efficient and courteous customer service by telephone and/or personal contact. Ensures services are provided in a courteous manner by observing customer service standards, established by management.

ESSENTIAL RESPONSIBILITIES INCLUDE, AND ARE NOT LIMITED TO:

Customer Service Specialist:

• Answers the telephone or greets the customer.
• Provides prompt and correct information about collections, rates, billing, and account status.
• Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
• Communicates with customers, peers, supervisors and managers, and representatives from other departments about current customer service standards and service options.
• Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
• Expedites communications and services between customers and co-workers (within or without) immediate subsidiary by radio, in person, or through written communications to coordinate services, records, and account status.
• Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.

QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

Education and Experience

• High School Diploma or GED preferred.
• Two years related experience and/or training in office or public contact work.

Key Results Area

Customer Service Representative

KRA #1: Prompt and courteous when answering the phone.

• Calls answered within 12 seconds of ringing.
• Available in the assigned cue for 7.5 hours per day
• Speak clearly, pleasantly, and not rushed
• Answer with a smile

KRA #2: Provide Amwaste Customers with a pleasant interaction.

• Listen to the customer’s issue and provide possible solutions to the customer’s problem
• Execute on what we say we will do; Create customer issues and send them to the correct managers; Follow up if necessary; Make sure and return the customer’s call if the customer was told they would receive a call.

KRA #3: Amwaste has complete and correct customer data.

• Update customer information
• Create customer accounts, sites, and services correctly

KRA #4: Issues repeated with the same customer or issues in the same geographic are escalated.

• District managers are copied on repeat service issues or trending issues in a geographic area.

KRA #5: Customers are encouraged to leave positive feedback or reviews on our social media.