Customer Concern Intake Specialist

Role:
The role of the Customer Concern Intake Specialist is to act as the intermediary between the sales specialist and the customer concern specialist. You will converse with the customer transferred from the sales line to get the customer’s information and an understanding of the situation to adequately address their concerns while cooperating with other departments to know who would be most helpful in this situation. Aid the customer concern department when they are all actively working on cases and provide the customer understanding and patience.

Specific Responsibilities:
● Answer incoming calls from customers that have concerns about items including but not
limited to: billing, delivery, extra days, etc.
● Be an empathetic listener, giving the customer your time and reassuring them that we
will get their concern over to the appropriate party that can help the best
● Take good notes in CRM on the situation at hand, focusing on relevant details such as:
who you are talking to, what the address is, what their concern is, etc.
● Reassure the customer that one of the members of our Customer Concern team will
reach out to them to help address their concern as soon as one becomes available
● Remind the customer that the CC member assigned to them may need to call them back
and likely be calling from a different number
● After taking detailed and relevant notes, escalate the case to the Customer Concern
team in CRM, detailing the customer’s concern(s)
● Demonstrate empathy, patience, and flexibility during phone calls, being able to work
comfortably with disgruntled customers and communicate with them effectively
● Work comfortably with all members of the Customer Concern Department for
adaptations and changes to the escalating system
● Work comfortably with members of other departments such as sales, billing, team
support, etc.
● Be willing to recommend changes and ideas for implementation as we work through the
new procedural system
● Have good deductive reasoning skills to know the appropriate party/ department to
escalate issues to
● Must be able to explain our ETA process and how to prepare the customer for their
dumpster delivery
General Responsibilities:
● Understand and embrace the company core values, mission and vision
● Contribute to a fast-paced, high-volume, fun, energetic environment
● Follow the rules and guidelines established by the management team
● Be aware of areas that may require improvement and work on them
● Be respectful to your teammates
● Arrive to work on time when you are scheduled
● Support your team members as necessary
● Show up everyday 100% engaged with a positive attitude
● Complete special assignments and other tasks as assigned
● Be in the ADR Office during scheduled work hours and meeting

Benefits Offered:
● 401k + Matching
● Dental/Vision Coverage
● Health Benefits
● Additional Coverage Options
● Paid Time Off
● Paid Holidays