Specialist, Customer Experience

Job Description

The Company

LRS is the industry leader in providing innovative and environmentally responsibly waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and preservation of the environment. Through our safe and innovative approach to waste diversion, LRS thrives on the passion and innovation of our employees to preserve and sustain the beauty of the towns, neighborhoods and communities that we serve.

We are excited to hire candidates that align with our Vision and Values: To become the safest, most innovative waste recycler in the world by redefining the way the world views waste.

Live Safety ● Serve With Passion● Innovate Relentlessly ● Engage With Integrity

Build Community ● Be Accountable

Position Title and Summary

As a Customer Experience Specialist, you are part of a team supporting and serving our customers and clients through inbound and outbound calls. You will be expected to demonstrate a resourceful and quick thinking mindset that will assist with callers and answer questions in a concise manner as well as providing an exceptional and committed customer experience to our users through phone, email, and chat support

Reports To

Customer Experience Manager

Responsibilities

Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience

Strive for first-contact resolution with each interaction

Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations

Collaborate with other team members to ensure consistent and seamless services while also exercising time management and task prioritization

Work with team leaders to identify opportunities to improve processes, products, and services

Update customer information in the system during and after each correspondence

Answer incoming calls from prospective customers to explain services and products offered while providing additional service offerings

Become proficient with client programs and develop product knowledge

Record and verify names, addresses, purchases, and reactions of prospective customers

Handle incoming calls (orders, inquiries, complaints, etc.) and direct calls for further problem resolution if necessary

Participate in learning opportunities for process improvements, time management, and technology skills

Follow company policies and procedures

Special Projects and other duties as needed

Qualifications / Knowledge / Critical Skills

High School Diploma or GED

Naturally positive, helpful, and courteous attitude

Willingness to assist with client’s needs

Demonstrable patience and attentiveness in all communication and interactions

Comfortable working in a fast-paced and very active group environment

Able and willing to work cooperatively with team members to build a strong sense of camaraderie and teamwork

Self-motivated to provide top notch customer service

Exceptional verbal and written communication skills

Detail-oriented with strong organizational skills

Ability to think critically and creatively in order to proactively and independently solve problems

General math skills

Maintain a positive and professional attitude and outlook with customers and coworkers

Adhere to attendance and scheduling policies

Excellent Microsoft Word / Excel / Outlook Software Skills

Hours: 40 hours per week plus one to two Saturdays per month

Physical Demands / Environmental Factors

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear

Occasionally required to stand and walk

Must frequently lift and/or move up to 10 pounds

Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus

Some regional travel required

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Lakeshore Recycling Systems is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.