Call Center – Customer Service Representative Fowlerville

Would you like to be a part of a team that has a core value of customer service and caring for their people? Come join the great team at Granger!

The Customer Service Representative is responsible for providing an exceptional experience to each customer with the goal of selling a service, resolving a problem or providing detailed information to exceed the expectations of the customer. Success in this position will result from effectively using technology, detailed knowledge of Granger services and collection processes and an overall passion for providing exceptional customer care.

SUCCESS IN THIS POSITION INCLUDES:

• Always give an exceptional 5 star customer service experience, going above and beyond to listen, sympathize, be positive, educate and confidently propose solutions
• Take needed actions to ensure zero errors for all data collection and entry
• Look for opportunities to turn questions into sales
• Being a positive team player, recognizing we all have unique strengths, appreciating what we all bring to the team and being a source of support and encouragement
• Constantly seek out and suggest continuous improvements to streamline processes, avoid errors and improve information available for customers

ACCOUNTABILITIES include the following. Other duties may be assigned.

• Maintain a thorough understand of every Granger service and the communities served, to provide accurate and complete details to every caller
• Communicate with customers through multiple mediums, but primarily through incoming and outgoing calls. Interactions with customers focus on:
• Applying effective listening skills to understand customer needs
• Repeating back to customer in an appropriate manner to affirm you understand their specific needs
• Confidently presenting the service or solution that best fits their needs
• Using empathy while maintaining control of conversations and navigating to solutions
• Maintaining control of emotions when dealing with difficult customers
• Applying problem solving, positive language and listening skills to proactively provide appropriate solutions
• Use customer database system to accurately enter, modify customer account information. Attention to detail is required to:
• Enter detailed and thorough notes in database system for each account interaction to provide documentation and history
• Review information before moving on to next task to ensure accuracy
• Communicate with operations staff as needed to share information and resolve issues. Care is taken to:
• Investigate service issue complaints, working with operations team for resolution or elevating to Lead Representative as needed
• Due diligence is used to ensure all resources and available information is utilized to try and identify a solution, prior to contacting the operations team
• Maintain a positive and cheerful manner with customers as well as fellow associates
• Acquire and retain detailed knowledge of waste acceptance, customer database system and Granger in general
• Continuously look for opportunities to be proactive in your role and your ability to be a service to callers and fellow associates across Granger
• Stay motivated and enthusiastic, even when dealing with difficult personalities and repetitive work duties

QUALIFICATIONS

EDUCATION and EXPERIENCE

• High school diploma or general education degree (GED)
• Prior experience working in a high volume call center environment strongly preferred
• Strong Microsoft Office and 365 skills strongly preferred
• Proven experience providing exceptional customer service in a fast-paced environment
• Bilingual experience preferred

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages

OTHER SKILLS

• Accuracy/Attention to Detail — Being careful about detail and thorough in completing work tasks
• Accountability and Dependability (Takes personal responsibility for the quality and timeliness of work, and manages own time, priorities, and resources to achieve goals)
• Judgment and Discretionary Decision Making — Considering the relative costs and benefits of different possibilities to choose the most appropriate one swiftly and independently
• Writing — Communicating effectively in writing as appropriate for the needs of the audience
• Speaking — Talking to a variety of people to convey information effectively while using positive language
• Empathy/Concern for Others — Showing sensitivity to others’ needs and feelings and being understanding and helpful
• Initiative — Willing to take on responsibilities and challenges
• Patience/Self Control — Maintaining composure, keeping emotions in check, even in very difficult situations
• Time Management — Managing one’s own time effectively
• Stress Tolerance/Calming presence —Accepting criticism and dealing calmly and effectively with stressful situations or difficult customers
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making
• Adaptability/Flexibility —Staying open to change (positive or negative) and to considerable variety in the workplace

In addition to the skills above, associates in the customer service department must be

• Reliable (consistent attendance and follow-through on service)
• Team-oriented (sensitive to work-group and willing to assist fellow associates)
• Service-oriented (strong desire to help and serve others)
• Multitasking (able to handle multiple simultaneous projects, priorities and tasks, changing course rapidly)
• Organized (able to manage a multitude of information and make available to others effectively)

OTHER REQUIREMENTS

• Accurate typing skills, database entry and legible handwriting
• Knowledge of Microsoft software including Excel and Word
• Good sense of direction, the ability to use mapping software and understanding of geographic locations
• Dependable transportation and willingness to run errands