Client Services Specialist – Level 1
Have you been looking for a company that you can get behind and feel good about the impact it has on sustainability and recycling efforts? Quest is a full-service environmental consulting and management group supporting the efforts of Fortune 500 companies seeking to maximize profits and mitigate risks and minimize their ecological footprints.
If you want an opportunity where your efforts make an impact, Quest has an opportunity waiting for you. The ideal person must be able to multi-task, work independently and have strong attention to detail while being able to collaboratively communicate across departments.
Why Work at Quest?
First off, we practice what we preach. We focus every day on recycling, reusing and repurposing where we can, and being socially responsible – with company sponsored events and drives to help our local communities.
Second, we take care of our employees’ wellbeing and offer a comprehensive benefits package including: Medical/Dental/Vision, 401(k) Plan, Life and STD.
- Company paid Life, Short term disability plan (voluntary employee-paid LTD is offered)
- Eligibility for health and life insurance plans: 1st of month following date of hire
- 401k: Eligible after 90 days with company match of 100% up to 3% of contributions with 50% up to the next 2 percentage points (immediate vesting!)
- Employee Stock Purchase Plan
- Paid Holidays, Vacation and Sick time
Finally, we are just a modern, FUN and collaborative work environment. We’re a smaller company that provides opportunities for employees to advance within the company, so there is always room to grow.
We offer a casual business environment (so, you can wear jeans), great incentives and rewards.
Role Summary
Client Services Specialist (CSS) supports the Company’s clients and vendors with ongoing communication via email and phone to maintain strong relationships and a focus on clients and exceeding client expectations. Answer incoming calls to take requests, answer inquiries and questions, handle issues, troubleshoot problems and provide information and then document all call information in the CRM system according to standard operating procedures. The CSS is also responsible for making outbound calls to clients and vendors to collect information, solve problems and follow up on services. Provide superior support to ensure both individual and departmental objectives are met.
Additionally, must be flexible to work on call schedules and holidays if adequate coverage is not supported by the Customer Service Team.
Role Description
- Heavy interaction with Company’s clients and vendors
- Manage own CRM system queue
- Logged into CRM System daily as required by company standard operating procedure
- Follow up on outstanding issues and escalations in a timely manner to ensure satisfactory resolution
- Dispatch service requests and follow through to ensure service completion
- Heavy email and phone communication with clients and vendors, including corporate level interactions
- Reference Data Warehouse to seek out price for services/waste streams
- Assist with online research as needed
- Continually seeks opportunities to increase customer satisfaction and deepen customer relationships
- Close adherence to the attendance schedule
- Ability and flexibility to work on call schedule or work on company designated holidays per business needs
- Other projects/duties as required by the business
Role Competencies
- High School degree required; some college preferred or equivalent work experience
- Prior work experience in a or client support role professional call center environment
- Clear written and verbal communication skills
- Superior customer service & relationship building skills
- Positive attitude and team player
- Proven ability to be organized and perform required follow up
- Ability to multi-task while maintaining data integrity
- Cooperative and willing to assist others as a team
- Displays dependable and reliable behavior
- Effective at problem solving and ability to “think on your feet”
- Basic computer skills including Microsoft Office (Excel, Word, and Outlook) and comfortable with internet research.
- Aptitude to work in multiple systems and learn new systems quickly
- Responds well in a dynamic and fast paced environment