The Team Members are an integral part of the Call Centre team within the Communication Solutions business. This position is the primary interface with the customers on a daily basis. This position will be responsible for professionally answering multiple call types, providing a superior level of customer service and responding effectively and thoroughly to a wide variety of customer issues. This position is primarily responsible for handling calls and professionally completing the call by responding to the client using the scripted responses.
Position Description Client calls may involve both routine and some non-routine customer and telephone answering service calls
Client calls will include businesses with multiple locations, service specialties and call structures, product support, customer retention and advanced non for profit and commercial businesses
Most client calls that will involve researching and gathering of information and independent judgment is often needed to determine level of urgency and appropriate response
Intermediate to advanced technical skills and may operate multiple remote systems or software simultaneously
May be assigned to a dedicated client for specialized training and support
Ability to provide occasional outgoing call sales support as needed
Participates in training and team meetings as required
Reports to Supervisor, Customer Experience
Other client support will be added as needed Must be able to work third shift
Education and Experience Requirements High School Diploma or GED equivalent preferred
Proven Customer Service Experience within a Call Centre environment preferred Less than 1 year experience required
Computer literacy required
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