Role Core Purpose
To serve as the frontline point of contact for customers by efficiently resolving service inquiries, accurately processing requests and payments, and ensuring a clear, positive customer experience while coordinating with internal teams to address service needs.
Key Responsibilities:
- Serve as the first point of contact for inbound customer calls, delivering prompt, courteous, personal and solution-oriented support
- Handle inquiries related to missed service by entering and submitting residential service request tickets for LDC follow-up
- Respond to basic billing questions, including charges, account balances, and payment history
- Process payments by credit card and/or ACH for full and partial balances
- Instruct and guide residents on how to use the online portal
- Update and correct information at account-level as needed
- Provide clear information regarding service schedules, pickup days, and holiday changes
- Educate customers on acceptable and non-acceptable items for collection and disposal guidelines
- Escalate complex issues or service disruptions to appropriate departments as needed
- Follow call scripting and call cadence criteria (opening greeting, closing greeting)
- Educate customers on other service offerings (upselling opportunities)
- Obtain google reviews based on call experience
- Maintain a professional, empathetic tone while de-escalating customer concerns
- Ensure compliance with company policies, procedures, and data privacy standards
- Support overall customer satisfaction by delivering consistent, high-quality service
