Customer Experience Representative

Customer Experience RepresentativeCorporate - Clinton Township, MI 48038DescriptionRole Core PurposeTo 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 supportHandle inquiries related to missed service by entering and submitting residential service request tickets for LDC follow-upRespond to basic billing questions, including charges, account balances, and payment historyProcess payments by credit card and/or ACH for full and partial balancesInstruct and guide residents on how to use the online portalUpdate and correct information at account-level as neededProvide clear information regarding service schedules, pickup days, and holiday changesEducate customers on acceptable and non-acceptable items for collection and disposal guidelinesEscalate complex issues or service disruptions to appropriate departments as neededFollow call scripting and call cadence criteria (opening greeting, closing greeting)Educate customers on other service offerings (upselling opportunities)Obtain google reviews based on call experienceMaintain a professional, empathetic tone while de-escalating customer concernsEnsure compliance with company policies, procedures, and data privacy standardsSupport overall customer satisfaction by delivering consistent, high-quality service