POSITION SUMMARY: Under general direction from the Customer Resource Supervisor and with in-depth knowledge of the Company’s services and processes, the Customer Resource Consultant works within a Customer Resource Center (CRC) in support of our Franchise markets to research and resolve complex customer issues, deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved, and assist potential customers interested in initiating service with Republic Services.

PRINCIPAL RESPONSIBILITIES:

• Provides a third tier of customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism and respect.
• Responds to inbound calls or email requests and initiates outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.
• Handles inbound sales inquiries from potential customers inquiring about the Company’s services and prices.
• Configures quotes for new customers and price and service changes for existing customers.
• Handles inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.
• Follows up on web leads and municipal leads to offer services and create sales.
• Serves as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.
• Effectively responds to customer escalations, including, but not limited to, service changes and issues with billing and equipment.
• Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained.
• Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. Enters service and route data into Company system for billing and route scheduling purposes.
• Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.
• Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

• Experience responding to inbound sales inquiries, upselling and closing new business opportunities.
• Associates or Bachelor’s Degree.
• Waste or service industry experience.
• Experience using bilingual skills, particularly Spanish, in a business environment.

MINIMUM REQUIREMENTS:

• High school diploma or GED.
• Minimum of 2 years of experience in a customer service or higher volume sales environment.
• Experience working in a team environment.
• Consistent rating of meets expectation for Republic Services Customer Resource Center quality, productivity, and adherence measures.

Why choose Republic?

Joining Republic isn’t just about taking on a new job, it’s about making a commitment to create a more sustainable world together. Our people provide an essential service, serving and impacting customers, neighborhoods, and communities everywhere.

As a company, we are proud of our values and encourage those who share in our aspirations to join our team:
· We protect our colleagues and communities through safe practices everywhere, every day.
· We are committed to serving our customers and communities by going above and beyond to exceed expectations.
· We take action to improve neighborhoods and communities by being environmentally responsible and creating a more sustainable world.
· We are driven to deliver results in the right way.
· We encourage a human centered culture that honors the unique potential and dignity of every person.

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.