Senior Customer Service Representative

• Resolve complex customer inquiries, complaints, billing issues, and service concerns that require advanced problem-solving.
• Serve as the escalation point for customer issues beyond the scope of frontline representatives.
• Deliver exceptional customer experiences while balancing customer satisfaction with company policies and operational efficiency.
• Independently resolve the majority of customer concerns with minimal leadership involvement.
• Maintain professionalism during difficult customer interactions and negotiate effective resolutions.

• Serve as a mentor and coach for Customer Service Representatives.
• Assist with onboarding and training new team members.
• Share best practices and provide ongoing guidance to improve individual and team performance.
• Lead by example in customer interactions, professionalism, and company values.
• Support leadership by answering questions and serving as the department's subject matter expert.

• Participate in quality assurance reviews and calibration sessions.
• Monitor trends in customer interactions and recommend improvements to policies, workflows, and customer communication.
• Identify recurring service issues and collaborate with Operations, Billing, Sales, and Dispatch to develop long-term solutions.
• Assist with developing documentation, training materials, and process standards.

• Proactively identify opportunities to retain at-risk customers.
• Promote additional Apex Waste Solutions services when appropriate.
• Support customer referrals and identify opportunities for residential and commercial growth.
• Partner with Sales and Operations to ensure smooth customer transitions and exceptional service delivery.

• Serve as the customer service department representative for cross-functional projects.
• Build strong relationships with Operations, Dispatch, Sales, Billing, Fleet, and Field Leadership.
• Communicate customer trends and recommend operational improvements that enhance the customer experience.

• Minimum of two years of experience in customer service, preferably in the waste management industry or a related field.

• High school diploma or GED required.
• Associate's degree in Business, Communications, or related field preferred.

• Advanced customer service and conflict resolution skills
• Strong communication and interpersonal abilities
• Leadership and peer coaching skills
• Advanced knowledge of customer service systems and processes
• Critical thinking and sound decision-making
• Strong organizational and time management skills
• Ability to work independently and manage multiple priorities
• Proficiency in Microsoft Office and CRM/customer service software
• High level of professionalism, accountability, and ownership

• Deliver exceptional customer service and resolve complex issues.
• Serve as a trusted resource and mentor to the Customer Experience team.
• Support training, quality assurance, and process improvement initiatives.
• Promote customer retention through effective service recovery.
• Demonstrate leadership through collaboration, coaching, and continuous improvement.

• Escalation Resolution

• Average Speed of Answer (ASA)
• Customer Retention

• Full-time position, Monday through Friday
• In Office
• Frequent use of a computer, phone, and headset.

• $29.00 - $30.00 Hourly

• Matching 401k

• Life Insurance

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.