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About the Role

The Customer Care Representative provides outstanding service to customers by responding to inbound calls, inquiries, and requests, requiring research and investigation for resolution. The role involves actively engaging customers to understand issues and provide accurate, efficient, prompt, respectful, and courteous responses.

Responsibilities

• Answer or place calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
• Respond efficiently and accurately to customers, explaining possible solutions, and ensuring customers feel supported and valued.
• Engage in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.
• Build instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
• Utilize job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
• Engage with customers to assess needs and make sales recommendations for products or services that may better suit identified customer needs.
• Participate in training and other learning opportunities to expand knowledge of the company, products, sales and services and perform any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Requirements

• Demonstrated ability to work as part of a team in a collaborative environment.
• Legally eligible to work in the US.
• Outstanding relationship management skills.
• Excellent listening communication and problem-solving skills.
• Ability to identify and develop sales opportunities.
• Demonstrated proficiency with Microsoft Office.
• Typing proficiency.
• Working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected.

Skills

• Customer service
• Client relationship management
• Sales
• Microsoft Office
• Microsoft Dynamic for CRM or similar software systems

Experience Level

• Level I: 0-2 years of experience in the customer service field.
• Level II: 1-3 years of experience in the customer service and client relationship management field.
• Senior Level: 2-4+ years of experience in the customer service and client relationship management field.
• 2-4 years of customer service or inside sales experience

Education Level

• High school diploma or GED
• Advanced degree (preferred)
• Relevant sales certifications (preferred)

Salary/Compensations

• $21.00-$22.00 per hour, plus incentive pay

Benefits

• Medical, Dental, Vision, Life & Disability Insurance
• Maternity & Parental Leave
• Flexible Spending Accounts
• Discounted Stock Program
• 401K
• Employee Awards
• Employee Assistance Plan
• Wellness Incentive
• Tuition Assistance
• Career Pathways

About the Company

• Casella’s business products and services
• Casella’s business operations
• Environmental and/or sustainability field (experience or interest preferred)