What are the responsibilities and job description for the Customer Experience Representative position at PRIORITY WASTE RESOURCES LLC?
Role Core Purpose
To serve as the frontline point of contact for customers by efficiently resolving service inquiries, accurately processing requests and payments, and ensuring a clear, positive customer experience while coordinating with internal teams to address service needs.
Key Responsibilities:
· Serve as the first point of contact for inbound customer calls, delivering prompt, courteous, personal and solution-oriented support
· Handle inquiries related to missed service by entering and submitting residential service request tickets for LDC follow-up
· Respond to basic billing questions, including charges, account balances, and payment history
· Process payments by credit card and/or ACH for full and partial balances
· Instruct and guide residents on how to use the online portal
· Update and correct information at account-level as needed
· Provide clear information regarding service schedules, pickup days, and holiday changes
· Educate customers on acceptable and non-acceptable items for collection and disposal guidelines
· Escalate complex issues or service disruptions to appropriate departments as needed
· Follow call scripting and call cadence criteria (opening greeting, closing greeting)
· Educate customers on other service offerings (upselling opportunities)
· Obtain google reviews based on call experience
· Maintain a professional, empathetic tone while de-escalating customer concerns
· Ensure compliance with company policies, procedures, and data privacy standards
· Support overall customer satisfaction by delivering consistent, high-quality service