Career Details

Customer Care Specialist

Date Posted: 8/3/2020

Location: Des Moines, IA

Type of Employment: Full Time

Work in a fast-paced environment, handling face-to-face customer relations and transactions, for a dynamic and growing government agency in the Des Moines Metro. This integral role is full-time, with some Saturday hours possible. An altruistic approach to customer care and the ability to work independently as well as collaboratively will be required.

Below is a sampling of the responsibilities managed by this position:

  • Facilitates postiive customer interactions, primarily via phone and web-based channels, while reflecting MWA values and building a positive rapport with residents, cities, and vendor partners and fostering a positive customer service experience.

  • Maintains extensive knowledge of agency programs and services to provide information, asist in troubleshooting and resolve escalated or difficult issues regarding customer complaints.

  • Maintains customer database, utilizing Customer Relationship Management (CRM), while serving as in-house program expert.

  • Researches and resolves customer care inquiries and complaints as they are escalated from staff. Communicates issues and/or opporutnies and makes recommendations to implement solutions accordingly.

  • Provides back-up coverasge for the Customer Service/Office Assistant and Customer Care at Metro Park East and West Landfills, as needed.

  • Understands EMS policy and what it means to Metro Waste Authority.

  • Demonstrates an understanding of Metro Waste Authority's values (Leadership, Integrity, Positivity, Teamwork, and Innovation) and applies them to the position, and assigned responsibilties, as well as to asll interactions with customers and co-workers.

  • Maintains knowledge of  latest technological developments and provides subject matter expertise in these areas.

  • Performs other special projects, duties, and responsibilities as assigned.

Requirements

  • Associates degree, or graduation from high school/GED equivalency, plus three years related experience.

  • Advanced computer and strong communication skills required.

  • Valid Iowa driver’s license.

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