283 Customer Service Representatives jobs in Albany

The Client Services Representative communicates with commercial and large industrial companies across the United States and Canada, building relationships, while managing the facilities' waste and byproducts into various outlets. The individual understands their dedicated accounts business and assists in determining which of our waste and recycling services will create the most efficient and cost-effective solution.

We are currently considering candidates for all levels of this career path!

Hiring Range: From $20.00-$22.00 per hour

1. Receives service requests via phone or email and obtains necessary information in order to execute a defined service and create work orders for the services.
2. Executes work orders in a timely fashion and assures that each work order contains complete and accurate information to execute and bill for the service.
3. Schedules service requests with necessary vendors and confirms that service has been completed.
4. Coordinates with the Sourcing Group to get pricing from haulers and end sites to compare pricing with other vendors necessary.
5. Communicates with customers to troubleshoot issues such as the need for equipment repairs, material that does not meet quality standards, additional service fees, etc.
6. Coordinates with and support accounts payable and receivable departments to ensure all services are billed.
7. Preschedules weekly service when possible and proactively contacts service locations when they are due for service and prior to holidays.
8. Communicates regularly with account managers about service for assigned customers including reviewing equipment repairs and repair changes; notifies customer/account manager of any reoccurring issues and participates in solving problems.
9. Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Career Path Definitions and Distinctions:

Level 1: Has 0-2 years of progressively complex experience in the customer service field. Demonstrates knowledge in Casella's business products and services as well as customer service and client relationship management. Can effectively manage assigned customer base, take calls from most customers without assistance, hand in daily work order report once reviewed, utilize problem solving skills to assess issues and ask for assistance when needed from team members, bulling specialist or account representatives.

Level 2: Has 2-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrates knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Cross-trained to handle all accounts from a customer service prospective, accuracy and notes with minimal billing issues, work order report reviewed by supervisor, ability to handle problems and/or direct to management with idea for resolution, handle all calls from any customer, reliable and able to work extra time as needed, manages customer base instead of being reactive (holiday prescheduling, managing overweight hauls).

Senior: 4+ years of progressively complex experience in the customer service and client relationship management field. Demonstrates highly integrated knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Assists with training, works with Client Service Manager on billing issues, takes on additional responsibilities and asks for additional projects, reviews daily work order reports of others, handles escalations and knows who and when will need to know of the issues, supervises the team when needed. Is extremely reliable and accurate.

The successful candidate will have a high school education, a demonstrated ability to work as part of a team in a collaborative environment and be legally eligible to work in the US. A bachelor's degree, relevant sales certifications, 1-2 years of sales experience and background knowledge or interest in an environmental and/or sustainability field are preferred.

Outstanding relationship management skills, excellent listening, communication and problem-solving skills and an ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected.

Positive, team-oriented individual who is proactive, efficient, attentive has strong problem-solving skills and is results-oriented with the ability to see the larger picture while focusing on detailed information.

Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.

The Client Services Representative communicates with commercial and large industrial companies across the United States and Canada, building relationships, while managing the facilities' waste and byproducts into various outlets. The individual under Client Service, Customer Service, Representative, Equipment Repair, Account Manager, Service Manager, Retail

As a Client Services Associate, you will be responsible for providing exceptional service and support to customers, including: respond to customer inquiries via phone & in person. assist customers with finding products. provide quotes and take orders. troubleshoot and resolve customer concerns. document customer interactions and update accounts. proactively generate new sales leads. learn full suite of products and services. work closely with warehouse to deal with order and shipping issues. work closely with Finance to provide billing and documentation. ability to work with customers in different time zones. prepare client quotes, proposals and presentations. maintain high level of accuracy and attention to detail. ability to multitask and meet deadlines. provide prompt customer feedback and issue resolution. submit timely activity reports. strong computer skills necessary; familiarity with MS Windows. demonstrated ability to fully understand our full suite of products and pricing. be constantly mindful of schedules and committed to delivering all projects on time. work with internal and external Project Managers to keep all deliverables moving down the pipeline on time. Duties and responsibilities can change depending on business needs.

As a Client Services Associate, you will be responsible for providing exceptional service and support to customers, including: respond to customer inquiries via phone & in person. assist customers with finding products. provide quotes and take orders. troubleshoot and resolve customer concerns. document customer interactions and update accounts. proactively generate new sales leads. learn full suite of products and services. work closely with warehouse to deal with order and shipping issues. work closely with Finance to provide billing and documentation. ability to work with customers in different time zones. prepare client quotes, proposals and presentations. maintain high level of accuracy and attention to detail. ability to multitask and meet deadlines. provide prompt customer feedback and issue resolution. submit timely activity reports. strong computer skills necessary; familiarity with MS Windows. demonstrated ability to fully understand our full suite of products and pricing. be constantly mindful of schedules and committed to delivering all projects on time. work with internal and external Project Managers to keep all deliverables moving down the pipeline on time. Duties and responsibilities can change depending on business needs.

The Client Services Consultant is the day-to-day contact for their assigned book of business. In addition to managing the relationship with each of their clients, the position is also responsible for contract renewals and retention. Externally the position may be responsible for broker/client meetings, open enrollment meetings and/or annual reviews. The position will assist the client with a variety of tasks to maintain the relationship and is also responsible for contract renewals.

Essential Primary Responsibilities/Accountabilities:

All Levels

• Defines and understands the strategy for each client and services assigned book of business through the efforts outlined below.
• Coordinates employee education meetings, as needed.
• Supports implementation efforts, as needed.
• Updates leadership on performance of account - client satisfaction, etc. Advises when client is in jeopardy and/or if legal implications may arise against Lifetime Benefits Solution (LBS).
• Responsible for maintaining detailed account and prospect history using a sales force automation program.
• Attends new and/or existing client meetings, as needed. Coordinates/conducts on-site group informational meetings at client locations, presents annual/six-month reviews, annual renewals, product demos and other presentations as required to educate and service client.
• Maintains awareness of all implementation tasks through communication with the implementation coordinator and sales executive.
• Builds team environment with sales representatives, Sales and Marketing management team, and Operations team to support client satisfaction and retention strategies. Utilizes all employee department and corporate resources as needed; and understands documents and forms necessary to perform tasks.
• Handles all renewal and RFP activity for existing clients in book of business.
• Works directly with clients/brokers to provide exceptional service, develop strategy and formulate recommendations for each client with objective of retaining assigned accounts.
• Works collaboratively with the designated dedicated service team to develop a proactive service strategy for each client to meet client expectations and are responsible for retaining assigned book of business.
• Serves in a consultative role to establish an appropriate comprehensive level of benefits for assigned accounts. Responsible for the provision of service solutions to accounts to ensure account satisfaction.
• Coordinates with assigned internal service team in monitoring status of ongoing activities, issues and deliverables to ensure accuracy, timeliness and quality customer service.
• Exercises high level of discretion and judgment in conveying policies and responsibilities to clients and in resolving client issues.
• Effectively manages time and schedules contact per account as determined by account needs and management.
• Explains and answers questions about the financial aspects of rate determination, renewal and underwriting to clients.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Level II (in addition to Level I essential responsibilities/accountabilities):

• Responsible for larger book of business and larger and more complex customers.
• Ability to manage complex relationships involving group leaders, brokers/consultants, senior management and internal departments.

Level III (in addition to Level II essential responsibilities/accountabilities):

• Mentors level I/II Service Consultants.
• Takes a lead role on projects.
• Acts as manager in their absence.

Minimum Qualifications:

NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

All Levels

Level I

• HS Diploma is required.
• Minimum of two years of previous account management experience, healthcare sales, self-funded medical or related sales and service experience.
• NYS Life Accident and Health License is required within six months in the job.
• Thorough knowledge and expertise of plans/programs for all LBS business required within six months of hire.
• Knowledge of NYS and Federal regulations and requirements impacting the plans, preferred.
• High level of independent decision making, and time management required.
• Strong verbal and written communication skills including strong presentation skills.
• Demonstrated ability to effectively communicate with leadership and internal and external stakeholders.
• Demonstrates expertise in problem-solving skills necessary to accurately and efficiently resolve customer inquiries in an organized manner, resulting in superior accuracy and production levels, and retention of subscriber contracts.
• Ability to prioritize tasks, stay organized, and maintain a high attention to detail.
• Experience with the Microsoft Office Suite.
• Excellent public speaking skills.
• Demonstrated leadership skills.

Level II (in addition to Level I minimum qualifications):

• Three - four years of previous account management experience.
• Demonstrated ability to handle larger, more complex customer accounts and an ability to handle more complex products and lines of business.
• Mentors all levels of Line of Business Administrator.

Level III (in addition to Level II minimum qualifications):

• Demonstrated ability to handle largest and most complex customer accounts and an ability to handle most complex products and lines of business.
• Mentors the Level I and II members of the team.

Physical Requirements:

• Must have ability to travel independently on a regular basis.

At the Lifetime Healthcare Companies, we're on a mission to make our communities healthier, and we can't do it without you. We know inclusion of all people helps fuel our mission and that's why we approach our work from an I.D.E.A. mindset (Inclusion, Diversity, Equity, and Access). By activating all of our employees' experiences, skills, and perspectives, we take action toward greater health equity.

We aspire for our employees' interests and values to reflect the communities we live in and serve, and strongly encourage all qualified individuals to apply.

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing an inclusive workforce, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Compensation Range(s):

Level I: Grade E1: Minimum $60,410 - Maximum $84,000

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position's minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.