Remote Call Center Customer Service Rep ; PST

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* 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 Center (CRC)
Specialist Franchise Market works within the 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.
* Provide 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.
* Respond to inbound calls or email requests and initiate outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.
* Handle inbound sales inquiries from potential customers inquiring about the Company's services and prices.
* Configure quotes for new customers and price and service changes for existing customers.
* Handle inbound retention inquiries from existing customers, discussing pricing and service options to maintain their services.
* Serve as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.
* Effectively respond to customer escalations, including, but not limited to, service changes and issues with billing and equipment.
* Return all internal/external calls, emails, and faxes in a timely manner, ensuring that customers' concerns are understood and resolution is clearly explained.
* Log and record information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner.
* Enter service and route data into Company system for billing and route scheduling purposes.
* Exemplify high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.
* Perform other job-related duties as assigned or apparent.
* Experience responding to inbound sales inquiries, upselling and closing new business opportunities.
* Waste or service industry experience.
* Minimum of 2 years of experience in a customer service or higher volume sales environment.
* Experience working in a team environment.
** Internet Requirements**:
Ping/Latency 100ms or less;
Download 50

MBPS;
Upload 10

MPBS;
Packet loss 0% (Cannot use: Mobil hot-spot, tethering, or Satellite ISP service)
** Remote Requirements:
** Employees are required to be on video in internal meetings and trainings.##
** Why Work With Us*
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