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Title:  Customer Service Representative II-ESol

Requisition Id:  2739
Job Function:  Customer Service
Career Area:  Customer Service
Posting Location:  USA-TX-Houston
Position Purpose:

Under general direction, performs customer service representative responsibilities of a complex nature that require independent judgment and solid work experience for each function. Maintains sound customer relationships by handling questions and concerns with speed, accuracy and professionalism. Assists with projects from management and oversees the servicing of customers requiring special handling.

Key Job Activities:

1) Respond timely and accurately 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 Manager, positioning Stericycle products and services to customers. Requires excellent communication and multitasking abilities.
2) Handle more complex customer situations involving multi-site problem resolution and escalations. Identifies customers’ needs quickly and takes appropriate action to ensure those needs is met. Perform necessary research and work cross functionally to escalate and resolve problems.
3) Effectively negotiate through customer complaints, has some discounting authority, ability to make recommendations beyond authority.
4) Assists with training by delivering prepared lesson topics and by providing support for team members while on the floor. Guide new staff and answer questions of less experienced staff regarding established procedures and guidelines.
5) Supports projects required for servicing customers and Stericycle business.
6) Provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer’s needs.
7) Performs necessary record keeping activities.
8) Performs other related duties as required or requested.

Required Education: in High School or Equivalent
Experience (North America & LATAM):
Experience (EMEAA):
Certifications and/or Licenses:

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 or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources 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.

Nearest Major Market: Houston