Customer Experience Representative

SummaryPosition SummaryThe Customer Experience Representative (Tier I, II, or III depending on experience and qualifications) 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 DescriptionEssential Job FunctionsCustomer 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.Tiers and Skill ProgressionTier I – Customer Experience Representative IHandles standard customer service transactions including:Bulky item requestsPayment processing (e.g., WebPak, masking calls)Creating service requests and work ordersBasic documentation and account maintenanceCustomer complaints and escalations following procedure (e.g., RTM, Code Red)Adheres to standard call handling procedures and quality assuranceProcesses digital requests (bulky, CS, graffiti, illegal dumping portals, chats, social media)Supports lobby operations and safety auditsSubmits basic adjustments (e.g., late fees, declined charges)Tier II – Customer Experience Representative IIIncludes all Tier I responsibilities, plus:Advanced residential account maintenance and billingProficient in company systems with emphasis on proration and workflow efficiencyHandles more complex digital requests (e.g., service level changes, LA changes, CS quality)Submits intermediate account adjustments such as back billingTier III – Customer Experience Representative IIIIncludes all Tier I and II responsibilities, plus:Advanced billing and account maintenance for commercial customersPerforms complex system tasks such as setting up SEDsManages Temp/Perm service requests per policyHandles advanced digital requests including roll-off servicesSubmits complex account adjustments (e.g., ownership changes)Required Qualifications1–2 years of experience in a high-volume call center environmentHigh School Diploma or GEDStrong multitasking abilities and attention to detailExcellent verbal, written, and presentation skillsProficient at building trust and understanding customer needsCustomer-focused with active listening skillsTyping speed of at least 45 WPM and data entry proficiencyProficiency with Microsoft OfficePreferred QualificationsBilingual English/SpanishBachelor’s degree in Communications or related fieldExperience in the waste or transportation industryPhysical/Environmental Demands:Physical:Sitting, seeing, hearing and speakingProblem 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, Vision401K & Profit SharingEmployee Assistance ProgramLife InsurancePaid Vacation and Sick TimeRecognition programsProfessional development learningBenefits:Competitive wagesComprehensive benefit package Medical, Dental, Vision401KLife InsurancePaid Vacation and Sick TimeCareer planRecognition programsProfessional development learningAn exceptional work environmentAthens 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