Customer Care Agent Mon-Fr 8:00am-4:30pm

Title: Customer Care Agent
Pay: $22–$24 per hour
Reports To: Customer Care Manager

Summary:
This position is responsible for interacting with customers to provide information in response to inquiries regarding services, while resolving customer concerns and ensuring a high level of customer satisfaction.

Essential Functions:

• Field inbound customer complaints and provide appropriate solutions and alternatives in accordance with established SLAs.
• Identify and assess client needs and provide timely follow-up to improve overall customer satisfaction.
• Answer incoming phone calls, chats, and emails. Monitor relevant Teams and Salesforce conversations and participate when appropriate.
• Schedule requested shred and storage services in order management system and post to routing software in a timely manner.
• Service retail drop-off service customers, following shred compliance procedures for paper collection and then ringing out via virtual register software platform.
• Provide daily general troubleshooting support and perform necessary month-end adjustments for inbound billing items.
• Reconcile disputed billing claims in ERP platform.
• Post recycling tickets to appropriate tracking form(s).