Customer Service Representative

The Customer Service Representative will provide 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 CSR's will actively engage customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner.

Overview:

Anchor Disposal is a family-owned and operated waste management company, dedicated to creating cleaner, safer, and happier communities with top-tier service. As part of our crew, you'll navigate new waters, steer towards success, and help us keep our community shipshape.

Key Responsibilities:

• Provide excellent customer service and professionalism to all customers via in-person, telephone, or email.

• Communicate clearly and concisely with on-the-road employees to give instructions and assistance

• Answer incoming and make outgoing customer telephone calls.

• Receive and resolve, within established guidelines, customer questions and concerns.  

• Monitor, resolve, document, and report all customer complaints, driver route sheets and call-in sheet and all customer problems relating to operations and coordinate with sales.

• Track customer information and concerns and enter data into the database.

• Research and complete customer refunds and submit them for approval before being submitted to Accounts Receivable for payment.

• Maintain new account files.

• Work with supervisors to ensure that all missed stops and special pick-ups are completed daily.

• Provide timely and accurate information regarding missed stops or other customer concerns.

• Generate call-in work orders for drivers

• Download, distribute, and answer all customer inquiries received via email.

• Take web requests and process payments by phone.

• Process customer payments via Internet and take cash payments as needed.

• Enter new subscription residential accounts into the system.

• Complete verification form, service agreement and pricing matrix on all commercial accounts for changes, new and cancelled.

• Key all new/cancelled accounts into CRM Software and verify in the system.

• Scan all contracts into the system and maintain records of them.

• Maintain a positive attitude and promote the Anchor Disposal image by focusing on cooperation, employee partnership and positive telephone and email manners.

• Ensure the customer service area is neat and orderly and ensure proper greeting of all visitors.

• Conform in all respects with applicable federal, state/provincial and local laws, regulations, ordinances and other orders and to all company policies, procedures and directives from supervisors.

• May provide backup assistance for the Office Manager.

• Perform other duties and responsibilities as required or requested by management.

Requirements:

• High School Diploma or GED and two (2) to four (4) years of customer service call center experience.

• Operate CRM software and standard office equipment (i.e., copier, personal computer).

• Fluent in Spanish

• Experience in the Waste Industry preferred

Knowledge, Skills and Abilities:

• Ability to implement solutions to general and specific customer concerns.

• Ability to work in fast-paced environment, meet time deadlines, and perform under pressure.

• Possess good organizational skills and record-keeping skills

• Possess the ability to speak and communicate effectively with customers and employees both verbally and in writing.

• Proficient in Microsoft Outlook, Microsoft Word and Excel.

• Good problem-solving ability.

• Excellent data entry skills.

Working Conditions:

• Work in an indoor office environment 100% of the time.

#AnchorDisposalCrew

 We thank you for your interest. Only those selected for an interview will be contacted. 

Anchor Disposal is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact job@anchordisposal.com