Job Description

Title: Customer Care Agent

Pay: $22–$24 per hour

Reports To: Customer Care Manager

Summary:

This position is responsible for interacting with customers to provide information in response to inquiries regarding services, while resolving customer concerns and ensuring a high level of customer satisfaction.

Essential Functions:

• Field inbound customer complaints and provide appropriate solutions and alternatives in accordance with established SLAs.
• Identify and assess client needs and provide timely follow-up to improve overall customer satisfaction.
• Answer incoming phone calls, chats, and emails. Monitor relevant Teams and Salesforce conversations and participate when appropriate.
• Schedule requested shred and storage services in order management system and post to routing software in a timely manner.
• Service retail drop-off service customers, following shred compliance procedures for paper collection and then ringing out via virtual register software platform.
• Provide daily general troubleshooting support and perform necessary month-end adjustments for inbound billing items.
• Reconcile disputed billing claims in ERP platform.
• Post recycling tickets to appropriate tracking form(s).

Requirements

Competencies:

• Ability to work on multiple and varied internal teams that include accounting, customer service, sales, operations, and corporate support personnel on a wide range of projects and initiatives.
• Ability to work with internal and external customers, vendors, and suppliers.
• Ability to retain knowledge of product and service details, pricing, and SLAs.
• Effective time manager and multi-tasker.
• Able to deal with multiple unexpected pivots during day-to-day operations in a professional and pleasant manner.

Work Environment: Must be able to tolerate heat in the summer and cold in the winter.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand and walk. The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch. Must be able to reach, handle, carry, and lift up to 50 lbs. in an office environment. Must be able to safely load, lock, and maneuver wheeled bins that can contain 200-300 lbs. of loose paper in a warehouse environment.

Education and Eligibility Requirements:

• Must have proven customer support experience.
• One (1) year experience in a related role and/or industry preferred.
• Basic understanding of proper spelling and grammar.
• Proven pleasant phone and chat voice/manner.
• Ability to operate and maintain basic office equipment including, but not limited to, printers, copiers, scanners, and desktops.
• Typing skill minimums of 55 wpm and 95% accuracy.
• Ten-key proficiency.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the position. Activities, duties, and responsibilities may change at any time, with or without notice.