Customer Service Representative

Job Description
BASIN DISPOSAL INC - Walla Walla

Job Type: Full-Time

Monday-Friday 8:15am - 5:15pm

We are looking for a customer-oriented service representative for our Walla Walla location. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming calls
• Identify and assess customers needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Duties include the following

• Serve customers and provide quality service support either by telephone, electronically, email and/or face to face in accordance with company standards, procedures and policies.
• Verify, print, maintain and copy records, work orders, route books, files, packer tickets and coupons to ensure accuracy and timeliness.
• Document, communicate and make necessary corrections of documents as needed.
• File, pack, and store identified files and records following the box storage retention guidelines.
• Respond to drivers and relay work orders, messages and information to drivers using two-way radios.
• Serve customers and answer inquires and questions, handle complaints, troubleshoot problems, provide information and address their needs.
• Respond efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
• Use software, databases, scripts and tools appropriately.
• Understand and strive to meet or exceed service metrics while providing excellent consistent customer service.
• Enter and/or update customer information.
• Identify and escalate priority issues.
• Document all call information according to standard operating procedures
• Collects and receives payments and assists customers as assigned: balance cash drawers, adjustments, transfers, and closing of accounts as appropriate.
• Basic Cashier responsibilities as assigned and in accordance with company policies.

Performance Expectations

• Provide Excellent Customer Service. Anticipate, assess, and respond effectively to the needs of diverse customers, both internal and external, provide consistently excellent service that is timely, accurate, courteous, professional and respectful.
• Maintain a high level of confidentiality and discretion in working with customer information, including