Title: Customer Service Representative Credit
About Us:
Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.
Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.
Position Purpose:
Under immediate direction, maintains sound customer relationships by handling questions and concerns with speed, accuracy and professionalism. Provides timely response of customer inquiries up to and including pick-ups, billing, payments, product orders, etc., and all other aspects of a customer’s needs. In addition to regular CSR duties, this person will also process credits on behalf of the customer.
Key Job Activities:
• Using excellent communication and multitasking skills, responds timely to customer inquiries and process requests, according to established standards with attention to style, tone, and manner of communication, received through the automated phone system, email, web, or mail regarding inquiries on invoices, payments, and collections as outlined by the Customer Service Supervisor, positioning Stericycle products and services to customers. Must be able to re-search customer issues and find workable solutions
• Share ideas with department that increase efficiencies and effectiveness of customer needs
• Performs necessary record keeping activities
• Responsible for credit creation and clearing per current credit policy.
• Uses company systems to complete required follow-up and/or corrections on accounts.
• Perform other duties and responsibilities, as assigned
Education:
Experience (North America & LATAM):
• High School diploma/GED or equivalent
• Six or more months of general business experience, preferably in a customer service environment, or the equivalent in related work experience
• Demonstrates the ability to type a minimum of 40 wpm
• Demonstrates general knowledge of Windows PC, Microsoft Outlook, Word and Excel, CIB, Tower, and BSA
• Demonstrates strong organizational and interpersonal communication skills. Ability to handle complex and demanding situations tactfully when dealing with customers and assist other team members with problem resolutions. Ability to make judgment decisions as needed to best fit the situation at hand
• Demonstrates the ability to modify behavior, as needed in order to maintain effectiveness in a changing situation; and with varying tasks, responsibilities, or people
• Demonstrates the ability to present information in a clear, concise, and organized manner; listen to others to obtain information
• Demonstrates the ability to review and proofread work for accuracy and completes specific aspects of assignments, as directed. Concentrates on tasks at hand, even in distracting work environments
• Demonstrates the ability to follow and implement management and customer detailed instructions accurately and completely
• Demonstrates the desire to continually improve. Is open and receptive to supervisor’s feedback and willingly applies the feedback to ensure outstanding customer service.
• Demonstrates the ability to identify and understand customer needs; takes appropriate actions to ensure customer needs are met and proactively searches for ways to increase customer satisfaction
• Requires research skills to trouble shoot customer problems. Can identify and understand customer needs; quickly gain customer trust and confidence while maintaining effective relationships with customers; takes appropriate actions to ensure customer needs are met and proactively searches for ways to increase customer satisfaction
• Excellent communication abilities are essential. Can present information in a clear, concise, and organized manner; Practices attentive and active listening skills and can accurately restate the opinions of others
• Ability to manage through multiple and competing priorities. Determines the appropriate process to accomplish tasks while eliminating roadblocks, changing work behavior as needed to accommodate changing demands
Benefits:
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
Our Promise:
Disclaimer:
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.