We are currently seeking a Customer Service Representative II that can under general direction, performs customer service representative responsibilities of a complex nature that require independent judgment and solid work experience for each function. Maintains sound customer relationships by handling questions and concerns with speed, accuracy and professionalism. Assists with projects from management and oversees the servicing of customers requiring special handling.
Essentials and Responsibilities:
Respond timely and accurately to customer inquiries and process requests, according to established standards with attention to style, tone, and manner of communication, received through the automated phone system, email, web, or mail regarding inquiries on invoices, payments, and collections as outlined by the Customer Service Manager, positioning Stericycle products and services to customers. Requires excellent communication and multitasking abilities.
Handle more complex customer situations involving multi-site problem resolution and escalations. Identifies customers’ needs quickly and takes appropriate action to ensure those needs is met. Perform necessary research and work cross functionally to escalate and resolve problems.
Effectively negotiate through customer complaints, has some discounting authority, ability to make recommendations beyond authority.
Assists with training by delivering prepared lesson topics and by providing support for team members while on the floor. Guide new staff and answer questions of less experienced staff regarding established procedures and guidelines.
Supports projects required for servicing customers and Stericycle business.
Provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer’s needs.
Performs necessary record keeping activities.
Performs other related duties as required or requested.
Education and Experience:
High school diploma or GED required.
Two or more years of work experience, preferably in a customer service or sales environment, or the equivalent in related work experience.
Demonstrates strong organizational and interpersonal communication skills.
Ability to handle complex and demanding situations tactfully when dealing with customers and assist other team members with problem resolutions.
Ability to analyze and resolve routine as well as complex problems and exceptions in order to complete final resolution processes.
Demonstrates an elevated level of knowledge of Microsoft Office including but not limited to Excel, Word, Access, Steriworks, SalesForce, STARS, and PowerPoint.
Demonstrates the ability to type a minimum or 40 wpm.
Demonstrates general knowledge of Credit Tools across all regions and markets.