Customer Experience Representative

Summary

The Customer Experience Representative serves as a key advocate for Athens Services, reflecting our commitment to exceptional customer care and sustainable community solutions. Reporting to the Customer Experience Supervisor, this role focuses on building meaningful connections, addressing inquiries, resolving concerns, and providing tailored solutions. Guided by our vision of delivering excellence and fostering trust, the ideal candidate is a proactive problem solver dedicated to enhancing customer satisfaction and creating lasting positive impressions.

Job Description

Essential Job Functions

• Customer Engagement: Deliver exceptional service by addressing customer inquiries, resolving issues, and ensuring customer satisfaction through personalized interactions.
• Customer Onboarding: Assist new customers in setting up services, explaining features, and offering guidance on optimizing their experience.
• Problem Solving: Work with customer profiles to understand needs, identify challenges, and provide alternative solutions.
• Billing and Payments: Support customers with billing inquiries, payments, and enrollment in payment options, including upselling value-added services where applicable.
• Upselling and Advocacy: Educate customers on additional services, resolving concerns, and offering service enhancements tailored to their needs.
• Documentation: Maintain accurate and detailed notes on customer interactions in the database, ensuring seamless follow-up and service continuity.
• Team Collaboration: Act as a resource for internal teams, including sales and operations, by providing customer insights and feedback.
• Knowledge Enhancement: Stay up to date on company policies, services, and systems through mandatory training and continuous learning opportunities.
• Community Representation: Represent the company at city events, fostering relationships and promoting a positive brand image.
• Embody the Right Mindset:
  • Maintain a customer-first attitude, prioritizing satisfaction and long-term loyalty.
  • Bring patience, resilience, and emotional intelligence to every interaction.
  • Embrace continuous learning and personal development to stay ahead in customer service best practices.

Required Qualifications

• 12 years of experience in a high-volume call center environment
• High School Diploma or GED
• Strong multitasking abilities and attention to detail
• Excellent verbal, written, and presentation skills
• Proficient at building trust and understanding customer needs
• Customer-focused with active listening skills
• Typing speed of at least 45 WPM and data entry proficiency
• Proficiency with Microsoft Office

Preferred Qualifications

• Bilingual English/Spanish
• Bachelors degree in Communications or related field
• Experience in the waste or transportation industry

Physical/Environmental Demands:

• Physical:
  • Sitting, seeing, hearing and speaking
  • Problem solving, oral/written communication, analytical ability, calculating, concentration, & interpersonal abilities continuously.
  • Eye/hand coordination, fingering (typing), handling, & wrist motion continuously.
  • Standing & walking frequently.
  • Bending, reaching, and stretching occasionally.

• Environmental:
  • Exposure to dust, smoke, fumes, odors, & noise occasionally.
  • Exposure to grease, oil, chemicals, & wet conditions occasionally.
  • Works inside only. Position considered office only.

Benefits:

• Comprehensive benefit package Medical, Dental, Vision
• 401K & Profit Sharing
• Employee Assistance Program
• Life Insurance
• Paid Vacation and Sick Time
• Recognition programs
• Professional development learning

Salary : $20.60 - $25.90/hour

Schedule: Monday - Friday from 7:00 am - 5:00 pm with some Saturdays

Benefits:

• Competitive wages
• Comprehensive benefit package Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran