Customer Experience Representative

Job DetailsJob Location: Corporate - Clinton Township, MI 48038Role 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 Qualifications