Customer Care Representative

Customer Care Representative

The Customer Care Representative provides outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The incumbent actively engages customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner.

Key Responsibilities :

Answers or places calls to customers to learn about and / or address their needs, concerns, or other issues with products or services.

Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.

Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.

Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.

Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.

Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.

Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.

Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and / or abide by our core values.

Career Path Definitions & Distinctions

Level I : 0-2 years of progressively complex experience in the customer service field.

Level II : 1-3 years of progressively complex experience in the customer service and client relationship management field.

Senior Level : 2-4+ years of progressively complex experience in the customer service and client relationship management field.

Education, Experience & Qualifications

The successful candidate will have a high school diploma or GED, 2-4 years of customer service or inside sales experience, a demonstrated ability to work as part of a team in a collaborative environment, and be legally eligible to work in the US. An advanced degree, relevant sale certifications, prior sales experience and experience or interest in environmental and / or sustainability field are preferred. Outstanding relationship management skills, excellent listening communication and problem solving skills, the ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office, typing proficient and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected.

Attributes

Positive, team-oriented individual who is curious, attentive, and results-oriented with the ability to see the larger picture while focusing on detailed information.

Benefits

Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.

EEO

Casella Waste Systems, Inc. is an equal opportunity employer. We are committed to creating an environment of inclusion and mutual respect where opportunities are available to all applicants and team members without regard to race, religion, color, national origin, gender, gender identity or expression, sexual orientation, genetic information, military and veteran status, status as individual with a disability, or any other characteristic protected by federal or state laws. We believe that diversity and inclusion among our team members is critical to our success as a company and we seek to recruit, develop, and retain the most talented people.

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