The Commercial Service Representative provides one-stop service and solutions to new and existing customers by determining service requests, resolving service issues, creating solutions, and closing the sale ensuring a first-class transaction.
Level 1: Has 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in one or more technical areas of Casella’s business and customer service and client relationship management. Able to effectively manage call volume, understand proprietary software systems and derive data needed to retain client accounts. Works within a team to support OSRs and provides excellent customer support.
Level 2: Has 3-5 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service, CRM, and inside sales and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella’s business operations and is able to apply a variety of CRM and sales concepts, principles and applications as needed. Able to independently derive, research, and analyze customer data to support division sales teams through the development of sales and marketing materials, customized analytics, and retention tools.
Senior Level: Has an advanced degree in business, marketing or other related field of study and 5 or more years of progressively complex experience in customer sales and retention and CRM data research and analytics. The incumbent is skilled at building strong relationships at all levels inside and outside of the organization. Thoroughly understands the complexity of Casella’s business operations and is able to synthesize various data points to transform them into increased market share and profit.