Briefly summarize the purpose of this position in one or two sentences. Under immediate direction, maintains sound customer relationships by handling questions and concerns with speed, accuracy and professionalism. Provides timely response of customer inquiries up to and including pick-ups, billing, payments, product orders, on-boarding calls, etc., and all other aspects of a customer’s needs.
Using excellent communication and multitasking skills, responds timely 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, positioning Stericycle products and services to customers. Must be able to research customer issues and find workable solutions.
Share ideas with department that increase efficiencies and effectiveness of customer needs
Performs necessary record keeping activities.
Performs other related duties as required or requested.
High school diploma or GED required.
Six or more months of general business experience, preferably in a customer service or call center environment, or the equivalent in related work experience.
Demonstrates the ability to type a minimum of 40 wpm.
Demonstrates general knowledge of Windows PC, Microsoft Outlook, Word and Excel,.
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 make judgment decisions as needed to best fit the situation at hand.
Demonstrates the ability to modify behavior, as needed in order to maintain effectiveness in a changing situation; and with varying tasks, responsibilities, or people.
Demonstrates the ability to present information in a clear, concise, and organized manner; listen to others to obtain information.
Demonstrates the ability to review and proofread work for accuracy and completes specific aspects of assignments, as directed. Concentrates on tasks at hand, even in distracting work environments.
Demonstrates the ability to follow and implement management and customer detailed instructions accurately and completely.
Demonstrates the desire to continually improve. Is open and receptive to supervisor’s feedback and willingly applies the feedback to ensure outstanding customer service.
Demonstrates the ability to identify and understand customer needs; takes appropriate actions to ensure customer needs are met and proactively searches for ways to increase customer satisfaction.
Requires research skills to trouble shoot customer problems. Can identify and understand customer needs; quickly gain customer trust and confidence while maintaining effective relationships with customers; takes appropriate actions to ensure customer needs are met and proactively searches for ways to increase customer satisfaction.
Excellent communication abilities are essential. Can present information in a clear, concise, and organized manner; Practices attentive and active listening skills and can accurately restate the opinions of others.
Ability to manage through multiple and competing priorities. Determines the appropriate process to accomplish tasks while eliminating roadblocks, changing work be-havior as needed to accommodate changing demands.