POSITION SUMMARY: The Customer Care Specialist is a customer experience subject matter expert, and with general direction and supervisor oversight, as well as in-depth knowledge of Company services and processes, is responsible for processing and resolving escalated customer requests that are complex in nature in a timely, accurate, and customer-focused manner.
PRINCIPLE RESPONSIBILITIES:
Support and oversight from the Customer Care Supervisor, provides resolution of complex escalated customer service concerns.
Responding in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution that meets the customer's needs and expectations.
Monitors, reviews, and returns internal/external calls and emails, ensuring that customers' concerns are understood, and the resolution is clearly identified.
Creatively collaborates with Business Unit (BU) and Customer Resource Center (CRC) personnel to gain insight for escalated customer concerns to determine and implement innovative solutions.
Effectively priorities and records information about customer support interactions by inputting information into Company systems, including but not limited to the Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems. Additionally, may enter service and route data into the system(s) for billing and route scheduling purposes.
Actively perform root cause analysis and report/address any trending patterns, including, but not limited to reviewing phone calls and analyzing reporting data.
Develop and/or refine action plan(s) with the BU and Customer Experience to build and maintain effective processes to resolve escalations and promote Customer Zeal.
Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement.
Works independently to overcome customer obstacles to reach the desired outcome.
Performs other job-related duties as assigned or apparent.
QUALIFICATIONS:
Understanding of Republic Services products, services, sales, and procedures.
Proactive problem-solving capabilities and interpersonal skills.
MINIMUM QUALIFICATIONS:
High school diploma or G.E.D.
Minimum of 2 years of experience providing service in a call center or customer service environment, including significant direct customer contact by verbal or written communication.
Experience with escalated customer service issues.
Experience responding to inbound customer inquiries, upselling, and closing new business opportunities.
This is an in-office position located in Helena, MT.
Rewarding Compensation and Benefits
Eligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)
• Benefits:
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.
ABOUT THE COMPANY
Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.
In 2023, Republic's total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.
Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.
Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.
Our company values guide our daily actions:
Safe : We protect the livelihoods of our colleagues and communities.
Committed to Serve : We go above and beyond to exceed our customers' expectations.
Environmentally Responsible: We take action to improve our environment.
Driven : We deliver results in the right way.
Human-Centered: We respect the dignity and unique potential of every person.
We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.
STRATEGY
Republic Services' strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers' multiple waste streams through a North American footprint of vertically integrated assets.
We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.
With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.
Recycling and Waste
We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers' specific needs.
Environmental Solutions
Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.
SUSTAINABILITY INNOVATION
Republic's recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.
The Republic Services Polymer Center is the nation's first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.
We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.
RECENT RECOGNITION
Barron's 100 Most Sustainable Companies
CDP Discloser
Dow Jones Sustainability Indices
Ethisphere's World's Most Ethical Companies
Fortune World's Most Admired Companies
Great Place to Work
Sustainability Yearbook S&P Global