Customer Care Specialist
Core
Resolving complex escalated customer service concerns and implementing innovative solutions for Republic Services' waste and recycling clients.
Role type
Senior Customer Care Specialist (Escalations)
Builds
Expedient resolutions for escalated customer issues
Domain
Environmental services (waste management, recycling)
Deliverable
client delivery
Required skills
Proactive problem-solving, root cause analysis, data analysis, system data entry, process improvement
Preferred skills
Experience with inbound inquiries, upselling, closing new business
Technologies
Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro, billing systems
Responsibilities
Resolve complex escalated customer requests; monitor and review internal/external calls and emails; perform root cause analysis on trending patterns; develop action plans to resolve escalations; input interaction data into company systems; collaborate with Business Units to implement innovative solutions.
Seniority
Mid-level, hands-on IC