What are the responsibilities and job description for the Customer Experience Representative position at Walter's Recycling and Refuse, Inc?
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Walters Recycling & Refuse is Hiring for a
Customer Experience Representative!
$20-$23.50 an hour
Positions Available with the Best Trash Hauler in MN!
MN best Gold Winner 5 years in a row.
Star Tribune Reader’s Choice.
Voted Best Trash and Recycling in MN five years in a row!
About us:
Walters is the premier environmental services provider in the Twin Cities metropolitan area providing waste and recycling collection to the public and private sectors since 1988. We are the largest family owned and operated waste and recycling provider in Minnesota providing over 100,000 services each week with a fleet fueled by both diesel and compressed natural gas (CNG).
About the role:
As a Customer Experience Representative, you will interact with existing and potential customers to provide outstanding customer experience, and process information in response to inquiries, interests, and requests about our services. Also, as a Customer Experience Representative, you will assist in improving internal communication between and among several departments. This role reports to the Customer Experience Manager.
Responsibilities:
- Answer phones and respond to customer requests about pricing, services, and questions.
- Sell our services to potential new customers.
- Accurately enter account information into our operating system.
- Transfer calls to appropriate staff.
- Identify, research, and resolve customer issues using the operating system.
- Follow-up on customer inquiries not immediately resolved.
- Research billing issues.
- Collect payments over phone, research misapplied payments.
- Recognize, document, and alert the manager of trends in customer calls.
- Recommend process improvements.
- Follow all company policies and procedures.
- Other projects may include billing, electronic scanning of checks or other projects within the customer service group.
- Act in accordance with company values.
- Be able to answer 55-100 call per/day.
- Possibility to work a hybrid office/remote schedule
- Utilize knowledge and tactics to save customers when they contact Walters to cancel services
- Utilize departmental SOP’s and scripting to acquire, retain, and save customers
- Other duties as assigned.
Job Requirements:
- High School Diploma or GED
- 18 years or older
- Legally authorized to work in the U.S
- 1 Year of Call Center Experience.
- Outgoing, exciting, positive attitude, task oriented.
- Knowledge of customer service principles and practices
- Computer literate with the ability to learn customer service software applications
- Ability to use a computer in a Windows-based environment
- Typing of 35 wpm
- Intermediate Microsoft Excel user skills
- Sales experience preferred
- Bilingual (Spanish OR Hmong) preferred
Physical Requirements:
- Work is performed in a climate-controlled company. Employees operate standard office equipment including telephone, headset, computer, computer monitors, keyboard, mouse, and copier/scanner. Physical tasks of job include walking, sitting, standing, and bending.
Walters offers competitive benefits packages including:
- Competitive wages - Based on Experience
- Health, Dental and Vision Insurance
- EAP-Employee Assistance Program
- HSA Employer Contributions
- Company Paid: Life Insurance
- Company Paid Parental Leave
- Voluntary Benefits; Additional Life Insurance, Long Term Disability, Critical Illness, and Accident
- Legalshield/ID Shield
- 401K with Employer Match
- 10 days Paid Time Off (PTO) and 6 days of ESST
- 6 Paid Holidays
- Free Trash pick up within the Service area.
Walters Recycling and Refuse Inc. is an equal opportunity employer. We make all employment decisions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. This range is generally the minimum and maximum salary or hourly pay for this position at the time of posting for this Job. Any questions you may have about this range, please reach out to HR.
Salary : $20 - $24