This is a 3rd shift, overnight position, must be able to work 9PM - 7AM
This position is responsible for all escalated complaints from customers, BBB, and legal entities.
Coordinates/Interfaces with CE, Sales (account retention), Legal and transportation teams to gather required information to appropriately resolve issue/complaint. Contacts and discusses issues with senior leadership and customers. (Interacts with executives to respond to customer requests as necessary).
Review all incoming escalations (CEO, AG, BBB, Legal Letters, Customer Complaints) and work with other departments such as Account
Retention, Collections, Customer Service, etc, towards a resolution.
Completes detailed research on customer history in existing systems to understand open issues.
Performs other related duties as required or requested.
Education equivalent to Associates Degree in Business, or the equivalent in related work experience demonstrating good verbal and written communication skills.
Three or more years of experience in a customer service/customer retention, or the equivalent in related work experience, demonstrating sound judgment, attention to detail and initiative to satisfy customer requirements.
Demonstrates a high level knowledge of Stericycle business systems including: Windows Suites, Microsoft Word & Excel, and Outlook, Steriworks, Manifest Archive, MyStericyce.com, Roadnet and SFDC.