Customer Service Rep I - Div (Remote)

at  Republic Services

ABOUT THE COMPANY

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.
In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.
Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.
Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it’s not just what we do that matters, but how we do it.

Our company values guide our daily actions:

• Safe: We protect the livelihoods of our colleagues and communities.
• Committed to Serve: We go above and beyond to exceed our customers’ expectations.
• Environmentally Responsible: We take action to improve our environment.
• Driven: We deliver results in the right way.
• Human-Centered: We respect the dignity and unique potential of every person.

We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.

MINIMUM REQUIREMENTS:

• High School diploma or GED.

• Successfully complete training to become knowledgeable about the waste services industry and Republic Services’ processes, services and policies.
• Respond in a timely and accurate manner to routine customer service calls, ensuring that residential customer issues and concerns are treated in a respectful and professional manner.
• Effectively respond to routine issues regarding general commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve simple issues including service level changes, contractual obligations, billing questions, service cancellations, price increases and equipment issues.
• Return all internal and external calls, emails and facsimiles in a timely manner to ensure that customers’ concerns are understood, addressed and resolved in an efficient and complete manner as possible.
• Receive and review individual performance metric reports and action plan with manager to understand individual performance.
• Enter service and route data into computer for billing and route scheduling purposes.
• Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track services inquiries and resolution.
• Perform other job-related duties as required.