Job Posting Title Customer Service Consultant - Franchise Markets

Republic Services, Inc. is a leader in the U.S. environmental services industry. Through our subsidiaries, we provide superior customer experience while fostering a sustainable Blue Planet(r) for future generations to enjoy a cleaner, safer and healthier world. Due to the nature of our industry, we make safety our top priority every day. We're dedicated to the safety of our employees, customers and the communities we serve.Why Work with UsWe are guided by five essential core values - to be Respectful, Responsible, Reliable, Resourceful and Relentless in all we do, every day. We are reminded of these principles every time we see the five R's joined together to form the Republic Star. It's what makes us who we are and sets us apart from the competition. We are dedicated to doing our part to preserve the environment by creating a cleaner, safer and healthier world where people thrive - not just for today, but for generations to come.We hire the best people to make Republic Services a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We strive to create a workplace that's meaningful and rewarding to employees at all levels of the organization. Apply today and join our team!POSITION SUMMARY: Under general direction from the Customer Resource Supervisor and with in-depth knowledge of the Company’s services and processes, the Customer Resource Consultant works within a Customer Resource Center (CRC) in support of our Franchise markets to research and resolve complex customer issues, deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved, and assist potential customers interested in initiating service with Republic Services.PRINCIPAL RESPONSIBILITIES:Provides a third tier of customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism and respect.

Responds to inbound calls or email requests and initiates outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.

Handles inbound sales inquiries from potential customers inquiring about the Company’s services and prices.

Configures quotes for new customers and price and service changes for existing customers.

Handles inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.

Follows up on web leads and municipal leads to offer services and create sales.

Serves as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.

Effectively responds to customer escalations, including, but not limited to, service changes and issues with billing and equipment.

Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained.

Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. Enters service and route data into Company system for billing and route scheduling purposes.

Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.

Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:Experience responding to inbound sales inquiries, upselling and closing new business opportunities.

Associates or Bachelor’s Degree.

Waste or service industry experience.

Experience using bilingual skills, particularly Spanish, in a business environment.

MINIMUM REQUIREMENTS:High school diploma or GED.

Minimum of 2 years of experience in a customer service or higher volume sales environment.

Experience working in a team environment.

Consistent rating of meets expectation for Republic Services Customer Resource Center quality, productivity, and adherence measures.

Rewarding Compensation and BenefitsEligible employees can elect to participate in: Comprehensive medical benefits coverage, dental plans and vision coverage. Health care and dependent care spending accounts. Short- and long-term disability. Life insurance and accidental death & dismemberment insurance. Employee and Family Assistance Program (EAP). Employee discount programs. 401(k) plan with a generous company match. Employee Stock Purchase Plan (ESPP).The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.We work for Earth. Every day, we come to work with two purposes in mind – serving our customers and doing our part to preserve our Blue Planet®. Our commitment to both has led to such things as landfill innovations, solar energy projects, community education designed to teach people to properly recycle, ongoing efforts to reduce our vehicle emissions and improving safety through technology—to name a few. To put it simply, we are 35,000 guardians of the environment, striving to make the world a better place.Republic Services is more than a recycling and waste services company. We are a company dedicated to turning waste into possibilities. Together, united under the Republic Star, we are working for a cleaner, safer and healthier world where people thrive, not just for today, but for generations to come.