Customer Service Consultant

About the Role

The Customer Service Consultant leverages deep knowledge of the company's services to deliver high‑quality support, act as a resource for the service team, and cross‑sell additional offerings to both residential and commercial customers. This role handles escalated calls that are often complex, requiring thorough research and investigation to achieve resolution while identifying further service opportunities. Key responsibilities include responding promptly to escalated inquiries, managing commercial service changes and contract compliance matters, maintaining team and site performance awareness, and serving as a primary information resource for colleagues. The consultant also logs all communications, enters billing and scheduling data, reviews performance metrics, and performs other job‑related duties as needed. • Identify additional service needs and cross‑sell during customer calls • Respond to escalated residential and commercial inquiries promptly and professionally • Resolve complex commercial service changes, contract compliance, billing, cancellations, and equipment issues • Maintain awareness of team quality, productivity, and efficiency; suggest improvements • Serve as a primary resource for team members, facilitating information exchange • Return all calls, emails, and faxes timely to ensure issues are addressed • Review performance metric reports and develop action plans with manager • Enter service data for billing and scheduling; log interactions accurately

Key Responsibilities

• ▸cross‑sell
• ▸escalated support
• ▸service changes
• ▸contract compliance
• ▸billing entry
• ▸performance metrics

Benefits

Candidates must hold a high school diploma or GED, have at least two years of high‑volume call‑center experience, and one year of telephone sales experience. The position offers a pay rate of $25.00 per hour within a range of $23.40 to $32.17, dependent on locality, and includes eligibility for a bonus plan. Employees can participate in a comprehensive benefits package that includes medical, dental, vision, flexible spending accounts, disability and life insurance, a 401(k) match, an employee stock purchase plan, paid time off, and various employee discount programs. Recognized by awards like Barron's 100 Most Sustainable Companies and Great Place to Work, Republic Services offers a supportive work environment where employee effort is valued, technology enables safe and effective performance, and continual learning and growth opportunities are provided. • Comprehensive medical, dental, and vision coverage • Health care and dependent care spending accounts • Short‑ and long‑term disability insurance • Life and accidental death & dismemberment insurance • Employee and Family Assistance Program (EAP) • Employee discount programs • 401(k) plan with generous company match • Employee Stock Purchase Plan (ESPP) • Paid Time Off (PTO)

Work Environment

Office Full-Time