Experienced Customer Service Representative II – Waste Management and Customer Experience Expert

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two interactions are the same? If so, we invite you to join arenaflex, a leading provider of comprehensive waste and environmental services in North America, as an Experienced Customer Service Representative II. At arenaflex, we're committed to putting people first and achieving success with integrity. Our team of dedicated professionals is driven by a shared vision of creating a more sustainable future for our customers and the communities we serve. As a Customer Service Representative II, you'll play a critical role in delivering exceptional customer experiences, resolving complex issues, and driving business growth.

Job Summary:

As an Experienced Customer Service Representative II, you'll be responsible for receiving and processing customer inquiries, resolving issues, and providing education on accounts, charges, billing, and contracts. You'll serve as the end-to-end point of contact for customers, managing a high volume of inbound and outbound interactions via telephone and email. Your exceptional communication skills, problem-solving abilities, and passion for customer service will make you a valuable asset to our team.

Key Responsibilities:

* Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).

• Utilizes excellent and professional written and verbal communication skills to respond to incoming requests, providing education and information regarding accounts, charges, billing, and contracts.
• Communicates concise and accurate information, establishing customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Maintains customers' accounts by processing service change and billing requests, confirming understanding of customer needs, issues, and requests.
• Listens for and identifies opportunities to cross-sell additional products and services, serving as the customer's advocate by solving problems on their behalf.
• Escalates more complex issues to the appropriate level, supporting other service lines when required, and adhering to service and operational standards established for the call center.
• Completes cross-training with Operations, Sales, and Billing, performing outbound calling campaigns as needed, and attempting to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.

Qualifications:

* High school diploma or G.E.D (accredited)

• Two (2) years of previous experience in customer service or a call center environment handling customer requests, account or order changes, and issues
• Preferred: One (1) or more years of experience as a WM Customer Service Representative
• Excellent verbal, written, and analytical skills
• Proficiency in MS Office
• Strong keyboarding skills
• Professional phone and email communication skills
• Positive and engaged attitude
• Ability to handle the stress of multi-tasking
• Possesses an energetic and tenacious achievement orientation
• Utilizes multiple applications (4+) on one or more screens
• Ability to react well under pressure and treats others with respect and empathy
• Identifies and resolves problems in a timely manner
• Excellent time management skills to prioritize and plan work activities
• Focuses on solving conflicts and listening to others without interrupting
• Consistently at work and on time
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
• Balances team and individual responsibilities and helps build a positive team spirit
• Adapts and able to deal with frequent changes in the work environment
• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
• Show inquisitiveness and eagerness to gain business-related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors, and/or knowledge

Work Environment:

* Normal setting for this job is remote, but candidates must live in Kirkland, WA

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

Benefits:

* Competitive total compensation package, including Medical, Dental, Vision, Life Insurance, and Short-Term Disability

• Stock Purchase Plan, Company match on 401K, and more!
• Paid Vacation, Holidays, and Personal Days
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Equal Employment Opportunity:

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran, or any other characteristic protected under applicable federal, state, or local law.

How to Apply:

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please click the link below to submit your application. Apply for the job now! We look forward to welcoming you to the arenaflex team! Apply for this job