Customer Service Specialist

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.When you join Rumpke, you’ll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.This is your opportunity to make a difference for you and your family. Come join our team!Customer Service Specialists receive and respond to calls from residential and commercial customers, serving as the first point of contact for customers to resolve customer issues. Specialists will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.Responsibilities of Position:Answer phones promptly and courteously from residential and commercial customers utilizing company proceduresReceive and respond professionally and courteously to all customer inquiries which are received via telephone, email, social media, fax or personal contact regarding service level changes, billing, payments, new customer sign-ups, cancellations, etc.Identify customer's reason for canceling service and attempt to retain customersProvide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiriesEnsure customer concerns are understood and clearly explain resolution to the customerProcess customer payments and assists customers with RumpkePayWork in conjunction with other departments to resolve customer issuesLog and record information on customer accountsCreate work orders/interactions, as requiredResolve customer account issues and adjust accounts accordingly with verification from management, when requiredWork special data entry projects with accuracy and timeliness to meet deadlinesProcess online data entry for residential and/or commercial accountsPerform other duties as assignedSupervisory Responsibility:This position will not manage employeesSkills & Abilities Needed for Position:Excellent verbal & written communication, customer service and data entry skillsAbility to handle a heavy call volume in a professional, effective, and efficient mannerMust be organized and detail oriented with the ability to multi-task in high-pressure, fast-paced environmentProven analytical/problem solving skills for the customer and the companyAbility to maintain confidentiality and comply with data integrity and security policiesProficient in Windows and Microsoft Office applications: Excel, Word, PowerPoint, Outlook, etc.Experience & Knowledge Needed for Position:1-2 years call center or customer service experience requiredWaste Industry experience preferredSpanish Bilingual skills preferredPhysical Requirements in a Regular Workday:Occasionally lifting/carrying/pushing/pulling a max of 10 lbsRarely lifting/carrying/pushing/pulling a max of 20 lbsRarely working in areas of dust, odors, mist, gases, and other airborne matterRarely stooping/kneeling/crouching/crawlingRarely climbing and/or balancingContinuously sittingOccasionally standing/walkingAdditional Working Conditions/Aspects:Ability to travel between offices, as requiredAbility to work flexible hours; expected to work nights and weekends as neededAbility to work overtime, weekends, and/or holidaysMust be available for 24-hour emergency callsLegally eligible to work in the United StatesValid driver’s license (if applicable)Must successfully complete pre-employment testingMust be able to read and speak the English languageThis job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company. Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.