Customer Care Analyst

Do you love a challenge? Do you want to be a part of a larger purpose and an evolving, high-performance culture that empowers you? The Customer Care Analyst will be our front-line interface, responding to all inquiries and issues raised by our customers. The customer care analyst is responsible for acting as a liaison amongst haulers and third-party vendors. We are looking for you if you are looking to make an impact in the environmental services industry. The best customer care analyst is passionate and genuinely excited to help both internal and external customers. Together we grow!

What You’ll Do

• The customer care analyst (operations) is a key driver of efficiency of the overall waste and recycling
• The customer care analyst (operations) receives incoming calls and emails from clients and vendors serving as primary point of contact for the waste and recycling needs of customers
• Place outbound calls to coordinate services with the hauler
• This position collaborates with internal stakeholders to drive efficiency objectives and enhance the customer care experience for external clients
• Manages the daily waste and recycling operations, remotely at in a large geographic area and resolves service issues
• Customer retention through routine communication with the customer to ensure service satisfaction and resolve any items
• Complete all workflow within established service level agreements to main customer satisfaction
• Acknowledging and resolving customer complaints in a professional manner
• Maintain records of customer interactions, comments and complaints.
• Data entry and research required to troubleshoot
• Escalate issues to management where applicable
• Assist with other tasks/projects as assigned by management

Requirements

• A desire to advocate for internal/external clients to meet and exceed expectations (Customer Focused)
• Ability to show genuine concern for the customer, their needs and their perspectives with a professional tone, word choice and listening (empathetic)
• Interpersonal verbal communication skills that build a sense of trust and rapport to deliver information in an easy-to-understand manner. In like manner, articulate a clear solution.
• Interpersonal written communication skills to accurately document activity in the proper manner
• Ability to troubleshoot complex problems into sequential priorities and then select solutions to resolve the entire problem (analytical and critical thinking)
• Desire to learn
• Ability to leverage multiple applications
• 2+ years of customer service experience required
• Call center or related experience strongly preferred
• Bilingual – Proficient verbal and written communication skills in a foreign language (including but not limited to Spanish and/or French) a plus but not required

Benefits

At RTS, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. Our employees also receive Paid Vacation, Holidays and Personal Days. Please note that benefits may vary by job and offer. Additional educational opportunities and training may be available at the approval of management.