Customer Service Representative

About Capital Waste Services

At Capital Waste Services (CWS), we are committed to delivering reliable, customer-focused waste collection services across our communities. Our team members are the foundation of our success, and we pride ourselves on fostering a supportive, high-integrity work environment where people can grow and thrive.

Position Summary

The Customer Service Representative serves as the primary point of contact for customers and is responsible for providing exceptional service by handling customer inquiries, account maintenance, billing questions, service requests, work order entry, and issue resolution. The CSR works closely with operations, dispatch, sales, and administrative teams to ensure timely and accurate communication while supporting customer retention and satisfaction.

Essential Duties & Responsibilities

Customer Service

• Answer incoming customer calls, emails, and inquiries in a professional and courteous manner.
• Resolve customer concerns, complaints, and service-related issues promptly.
• Return customer calls and follow up on open issues in a timely manner.
• Provide accurate information regarding services, schedules, pricing, and account status.
• Escalate complex issues to management when appropriate.

Account Maintenance

• Establish new customer accounts and update existing customer information.
• Process service changes, cancellations, reinstatements, and special service requests.
• Maintain accurate customer records and account documentation.
• Enter and update service and route information within company systems.
• Ensure all customer data is complete, accurate, and properly documented.

Billing & Collections Support

• Assist customers with billing inquiries and payment-related questions.
• Process account adjustments and related documentation.
• Support collections efforts by processing reinstatement paperwork and customer notifications.
• Work closely with accounting personnel to address account discrepancies.
• Maintain confidentiality of financial and customer information.

Coordination with Operations

• Communicate customer requests and service issues with dispatch and operations teams.
• Create and process work orders accurately and efficiently.
• Assist in resolving missed pickups, container issues, route concerns, and service interruptions.
• Coordinate with internal departments to ensure customer expectations are met.
• Support quality assurance efforts to enhance customer satisfaction.

Administrative Responsibilities

• Maintain organized customer files and service records.
• Process contracts, service agreements, and supporting documents.
• Generate reports and assist with data entry as needed.
• Support special projects and administrative functions as assigned.
• Perform other duties as required to support business operations.

Qualifications

Required

• High School Diploma or GED.
• Minimum of one (1) year of customer service or administrative experience.
• Strong computer skills and proficiency with Microsoft Office Suite (Outlook, Word, Excel).
• Excellent verbal and written communication skills.
• Ability to multitask in a fast-paced environment.

Preferred

• Previous experience in waste management, transportation, logistics, utilities, or service industries.
• Experience working with customer relationship management (CRM) or billing software.
• Call center or high-volume customer service experience.

Knowledge, Skills & Abilities

• Exceptional customer service and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Attention to detail and accuracy.
• Effective time management and organizational skills.
• Ability to work independently and as part of a team.
• Professional telephone etiquette.
• Ability to maintain confidentiality.
• Strong data entry and computer skills.

Key Performance Indicators (KPIs)

• Customer satisfaction ratings.
• Call handling and response times.
• Accuracy of account and service data entry.
• Timely resolution of customer issues.
• Customer retention and account maintenance effectiveness.
• Attendance, reliability, and productivity.

Working Conditions

• Primarily office-based environment.
• Frequent interaction with customers via phone, email, and in person.
• Fast-paced setting requiring the ability to manage multiple priorities.
• Regular use of computer, telephone, and office equipment.

Physical Requirements

• Prolonged periods of sitting and computer work.
• Ability to communicate effectively via telephone and in person.
• Occasionally lift and move office materials up to 20 pounds.

Why This Role Matters

The Customer Service Representative plays a vital role in delivering a positive customer experience and ensuring seamless communication between customers and operational teams. By providing accurate, timely, and professional support, the CSR directly contributes to customer retention, operational efficiency, and the overall success of the organization.

Equal Opportunity Employer

Capital Waste Services is an Equal Opportunity Employer and is committed to maintaining a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to any protected status under applicable law.