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Online marketplace for waste and recycling services

Customer Experience Representative

$38k – $45k • No equity
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WastePlace is looking for a Customer Experience Representative whose primary responsibility will be to bridge the gap between the sales and product teams. Every interaction with a customer guides their decision to continue doing business with a company. Your job will be to ensure every customer you interact with has a top-notch customer experience. Duties will include but are not limited to account management, product demonstrations, and negotiating with current and future clients. This position reports directly to the Director of Customer Experience.

Successful candidates will need a solid understanding of customer service, sales, and superb interpersonal skills. Previous experience in a sales or customer service role is preferred. Your previous work experience, experience levels, and cultural fit will play a role in the decision-making process.

General Responsibilities:

• Account management – current client book of business
• Meeting or exceeding project goals & metrics
• Negotiating with current clients
• Giving presentations & product demos to a wide range of current clients
• Coordinating sales efforts with billing & product teams
• Understanding & promoting company programs and lines of business
• Web meetings with clients to evaluate needs or promote products & services
• Maintaining client records in CRM and Zendesk
• Answering client questions about credit terms, products, prices & availability

Detailed by Priority

• Account Management
- Answer all incoming service questions/requests from WastePlace Team account

• Inside Sales
- Up sell / cross sell current clients
- Promotional incentives to drive sales
- Customer / hauler feedback for monthly cohorts

• Pipedrive
- Maintain accurate and up to date records on customer interactions and feedback
- Schedule and complete activities in accordance with pre-designated metrics and management expectations
- Input new customers/haulers contact info and track in accordance with management expectations
- Utilize CRM to manage deals from new lead to active customer/hauler
- Notes for customer/hauler feedback

• Zendesk
- Respond to customer inquiries within preset time frames
- Answer incoming phone calls and emails and ensure a successful outcome
- Return voicemails and messages in a timely manner

Successful Candidate Requirements:

• Bachelor’s degree or 2 years of experience in sales
• Understanding of the sales & customer service process
• A commitment to excellent customer service
• CRM experience is a plus
• Excellent written & verbal communication skills
• Superb interpersonal skills, including the ability to quickly build rapport with both customers & vendors
• Experience using computers for a variety of tasks
• Competency in applications including Word, Excel, PowerPoint, Zendesk & Slack
• Able to work comfortably in a fast-paced environment.

Meet your team

People you would work with in this role
Entrepreneur. Founder @WastePlace. Director of Business Development @LI-TX. Sales Manager @Meltwater. Avid Marathon runner & fitness enthusiast.