Experienced Remote Call Center Customer Service Representative - Waste Management Industry Expertise Required for Phoenix, Arizona Location

Introduction to Republic Services

Republic Services, Inc. is a leader in the environmental services industry, providing customers with a comprehensive set of products and services, including recycling, waste, special waste, hazardous waste, and field services. With a strong commitment to advancing circularity and supporting decarbonization, we are helping deliver on our vision to partner with customers to create a more sustainable world. Our industry-leading commitments have earned us numerous recognitions, including being named one of Barron's 100 Most Sustainable Companies, a CDP Discloser, and one of Ethisphere's World's Most Ethical Companies.

Job Overview

We are seeking an experienced Remote Call Center Customer Service Representative to join our team in Phoenix, Arizona. As a Customer Resource Associate, you will work under the direct supervision of the Customer Resource Supervisor in a Customer Resource Center to deliver the highest level of quality service to our customers. This position requires a strong and diverse skillset in relevant areas to drive success, including excellent communication and problem-solving skills, the ability to work in a fast-paced environment, and a strong commitment to providing superior customer service.

Key Responsibilities

• Successfully complete training to become knowledgeable about the waste services industry and Republic Services' processes, services, and policies.
• Respond in a timely and accurate manner to customer service calls, ensuring that service issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding residential and commercial service matters, which may involve outbound calls and other communications to resolve service inquiries and equipment issues.
• Return all internal and external calls, emails, and faxes in a timely manner to ensure that customers' concerns are understood, addressed, and resolved in an efficient and complete manner.
• Receive and review individual performance metric reports and action plans with manager to understand individual performance.
• Enter service data into computer and log information about customer service interactions into systems, updating information in a timely and accurate manner.
• Perform other job-related duties as assigned or apparent.

Essential Qualifications

• 1 year of recent customer service or call center experience.
• Experience using bilingual skills, particularly Spanish, in a business environment is preferred.
• High school diploma or equivalent required.

Preferred Qualifications

• Previous experience in the waste management industry or a related field.
• Strong knowledge of customer service principles and practices.
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing situations.

Skill and Competency Requirements

To be successful in this role, you will need to possess excellent communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and management. You will also need to be highly organized, with the ability to prioritize tasks and manage multiple responsibilities. Strong problem-solving skills, with the ability to analyze situations and develop effective solutions, are also essential. Additionally, you will need to be proficient in using computer systems and software, including customer relationship management (CRM) systems and Microsoft Office.

Technical Requirements

• Minimum internet requirements: Ping/Latency 100ms or less, Download 25MBPS, Upload 5MPBS, Packet loss 0% (Cannot use: Mobile hot-spot, tethering, or Satellite ISP service).
• Employees are required to be on video in internal meetings and trainings.

Career Growth Opportunities and Learning Benefits

At Republic Services, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including on-the-job training, mentorship programs, and tuition reimbursement. We also provide opportunities for advancement, with a strong focus on promoting from within. As a Remote Call Center Customer Service Representative, you will have the opportunity to develop your skills and knowledge in customer service, sales, and marketing, and to advance to leadership roles within the company.

Work Environment and Company Culture

At Republic Services, we are proud of our inclusive and diverse culture, where every voice counts. We have a high employee engagement score of 86 and are committed to creating a positive and supportive work environment. Our company values guide our daily actions, including a commitment to safety, customer service, environmental responsibility, and community involvement. We also offer a range of employee benefits, including comprehensive medical benefits, retirement savings plans, and employee discount programs.

Compensation, Perks, and Benefits

We offer a competitive salary of $18.50 per hour, plus comprehensive benefits, including:

• Comprehensive medical benefits coverage, dental plans, and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

Conclusion

If you are a motivated and customer-focused individual with a strong commitment to providing superior service, we encourage you to apply for this exciting opportunity. As a Remote Call Center Customer Service Representative, you will have the opportunity to work with a leading company in the environmental services industry, develop your skills and knowledge, and advance your career. Don't hesitate to apply - we look forward to hearing from you!

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, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.