Job Summary:Answer customer calls and emails on a daily basis and assist in resolving any questions or concerns in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers.Essential Functions:* Provide excellent customer service and professionalism to all customers via in person, telephone, email, or via the web.* Communicate clearly and concisely with on-the-road employees to give instructions and assistance.* Answer incoming and make outgoing customer telephone calls.* Receive and resolve, within established guidelines, customer questions and concerns.* Monitor, resolve, document, and report all customer complaints, driver route sheets and call-in sheet and all customer problems relating to operations and coordinate with sales.* Track customer information and concerns and enter data into database.* Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment.* Maintain new account files.* Work with supervisors to ensure that all missed stops and special pick ups are completed daily.* Provide timely and accurate information regarding missed stops or other customer concerns.* Generate call-in work orders for drivers* Download, distribute and answer all customer inquiries received via email.* Take web request and process payments by phone.* Process customer payments via internet and take cash payment’s as needed.* Enter new subscription residential accounts into system.* Run credit checks on new customers.* Complete verification form, service agreement and pricing matrix on all commercial accounts for changes, new and cancelled.* Key all new/cancelled accounts into Tower system and verify in system.* Scan all contracts into system and maintain records of them.* Assist in completing the Affirmative Action log for all applicants.
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