Customer Service Representative

Position Summary

Certified Waste Solutions provides waste solutions for commercial, industrial, and multi-family clients, enhancing operational efficiency and sustainability. Our Napa division in American Canyon, CA is searching for a Customer Service Representative at this time. The Customer Service Representative position is responsible for nurturing and growing relationships with existing clients to ensure their satisfaction, retention, and long-term revenue growth for the company. The role is primarily focused on post-sales customer engagement, acting as the main point of contact and an advocate for the client within the organization.

Essential Job Duties and Responsibilities

• Relationship management: Build, maintain, and strengthen long-term relationships with key clients to foster loyalty and trust.
• Client communication: Serve as the primary liaison between the company and its customers, ensuring timely and effective communication on all matters.
• Account growth: Identify and capitalize on opportunities to upsell and cross-sell additional products or services to existing accounts.
• Strategic planning: Develop and execute strategic account plans to meet client goals and align with company objectives. This includes managing budgets and tracking performance metrics.
• Internal coordination: Work cross-functionally with internal teams, such as customer service, dispatch, Director of Client Services, and Director of Sustainable Waste Solutions to deliver solutions that meet client expectations.
• Reporting: Prepare and present monthly diversion reports, quarterly business reviews, and key metrics to both clients and internal stakeholders.
• Contract renewals: Participate in contract negotiations and renewals to secure long-term business partnerships.
• Vendor Relations: Research new potential vendors, lifecycle management, communication and collaboration, performance monitoring.
• Invoicing: Audit client bills for accuracy, track costs in their reporting, and generate invoices per clients’ specific requirements.

Qualifications

• Proven experience: A track record of success in account management, sales, or customer service is required.
• Strong communication skills: Excellent verbal, written, and presentation skills are essential for building rapport and conveying information effectively.
• Customer-centric mindset: A genuine focus on understanding and anticipating customer needs to deliver exceptional service.
• Problem-solving abilities: The capacity to address challenges proactively and develop creative solutions for clients.
• Business acumen: A solid understanding of sales principles, customer service practices, and strategic business operations.
• Organizational skills: The ability to manage multiple accounts, projects, and priorities in a fast-paced environment.
• Tech proficiency: Experience with ERP software (such as NetSuite), strong PowerPoint and Excel skills and analytical tools.

Work Environment and Physical Demands

• Work is performed primarily on-site in an indoor setting at a desk on a computer but may require some occasional travel to customer sites.
• Ability to perform repetitive movement in the wrists, hands, and fingers typing.
• Light lifting: Exerting up to 10 pounds of force to lift, carry, push, or pull objects may be required occasionally.
• Communication: The work involves frequent communication, both written and spoken, and the need to express or exchange ideas clearly.