Republic Services Customer Service Consultant - Franchise Markets in Woodburn, Oregon
Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste disposal. Through our subsidiaries, Republic’s collection operations, transfer stations, recycling processing centers, landfills and environmental services provide effective solutions to make recycling and waste disposal effortless for our 14 million customers nationwide. Our 36,000 employees working in 41 states and Puerto Rico are committed to providing a superior customer experience while helping ensure a cleaner, safer and healthier world for future generations.
Why Work with Us
At Republic Services, we strive to create a workplace that is meaningful and rewarding at every level of our organization. Our employees thrive in an atmosphere where safety is revered, and each person can be a compassionate steward of our environment. We hire the best people to make Republic a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We’re proud to be recognized on Barron’s 100 Most Sustainable Companies, Forbes World’s Most Innovative Companies, Forbes Best Employers for Women, Forbes Best Large Employers and Ethisphere’s World’s Most Ethical Companies lists. Republic is also the only company in our industry that is a certified Great Place to Work.
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.
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.
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.
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.
Rewarding Compensation and Benefits
Eligible employees can elect to participate in:
• 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).
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.
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.
We work for Earth. Every day, we come to work with two purposes in mind – serving our customers and doing our part to preserve our Blue Planet®. Our commitment to both has led to such things as landfill innovations, solar energy projects, community education designed to teach people to properly recycle, ongoing efforts to reduce our vehicle emissions and improving safety through technology—to name a few. To put it simply, we are 35,000 guardians of the environment, striving to make the world a better place.
Republic Services is more than a recycling and waste services company. We are a company dedicated to turning waste into possibilities. Together, united under the Republic Star, we are working for a cleaner, safer and healthier world where people thrive, not just for today, but for generations to come.
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