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 procedures
• Receive 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 customers
• Provide information regarding service options, charges, billing, and contract parameters and solutions for customer inquiries
• Ensure customer concerns are understood and clearly explain resolution to the customer
• Process customer payments and assists customers with RumpkePay
• Work in conjunction with other departments to resolve customer issues
• Log and record information on customer accounts
• Create work orders/interactions, as required
• Resolve customer account issues and adjust accounts accordingly with verification from management, when required
• Work special data entry projects with accuracy and timeliness to meet deadlines
• Process online data entry for residential and/or commercial accounts
• Perform other duties as assigned

Supervisory Responsibility:

• This position will not manage employees

Skills & Abilities Needed for Position:

• Excellent verbal & written communication, customer service and data entry skills
• Ability to handle a heavy call volume in a professional, effective, and efficient manner
• Must be organized and detail oriented with the ability to multi-task in high-pressure, fast-paced environment
• Proven analytical/problem solving skills for the customer and the company
• Ability to maintain confidentiality and comply with data integrity and security policies
• Proficient 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 required
• Waste Industry experience preferred
• Spanish Bilingual skills preferred

Physical Requirements in a Regular Workday:

• Occasionally lifting/carrying/pushing/pulling a max of 10 lbs
• Rarely lifting/carrying/pushing/pulling a max of 20 lbs
• Rarely working in areas of dust, odors, mist, gases, and other airborne matter
• Rarely stooping/kneeling/crouching/crawling
• Rarely climbing and/or balancing
• Continuously sitting
• Occasionally standing/walking

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required
• Ability to work flexible hours; expected to work nights and weekends as needed
• Ability to work overtime, weekends, and/or holidays
• Must be available for 24-hour emergency calls
• Legally eligible to work in the United States
• Valid driver's license (if applicable)
• Must successfully complete pre-employment testing
• Must be able to read and speak the English language

This 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.