About USS United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers' project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.
Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.
By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.
Primary Purpose The Customer Care Representative (CCR) is an essential partner in the USS inbound sales process and inbound and outbound service support providing world-class front-line support through multiple channels (phone, email or chat) to USS Customers. The CCR is responsible for providing an exceptional customer experience while discovering and resolving customer concerns in a professional and timely manner. The CCR will be primarily responsible for properly qualifying and managing all USS customer's needs and B2B service inquiries and all sales and service B2C requests to ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of USS's sales process, service model, and methodology as well as system and product knowledge. We are looking for someone who has a positive and professional attitude, enjoys problem solving and thrives in a fast-paced rewarding environment.
Essential Functions Demonstrate strong safety awareness and leadershipHold professionally engaging verbal (phone) and written (e-mail, chat) conversationsProfessionally answer a high volume of inbound calls within performance guidelinesAnswer all e-mail contacts within performance guidelinesMeet Quality Assurance StandardsMeet KPI's as set by SupervisorUncover opportunities to offer additional products to all customers that meet their business needsFollow-up on all customers' needs and manage accordingly through identification, qualification and follow throughMaintain highest quality, long-term partnerships with all USS customersMaintain a comprehensive knowledge of all USS products and services: act as the subject matter expertClearly communicate and coordinate with various departments and systems within the company to ensure customer requests are handled appropriately and in a timely fashion.Act as liaison between customers, sales, field operations, and office personnel to resolve general inquiriesProduce quotes and work orders through company systemsReduce escalations and outward transfers, promoting one call resolutionAccept feedback positivelyEnsure customer's needs are met while adhering to the USS sales processAdhere to all company policies, scheduled breaks, and lunch periodsDocument sales activities and leverage business intelligence through Salesforce.comDemonstrate desire to succeed and win as well as grow career opportunitiesDemonstrate Polite and Positive Professionalism in all work-related activitiesDemonstrate desire to provide a world-class customer experienceRecognize peers for outstanding work utilizing USS AchieversChampion, demonstrate, and uphold our values: Easy, Safe, & CleanPerform other duties as assigned Qualifications Strong PC proficiency (Microsoft Office, Salesforce, etc.)Time Management, Organization, and Excellent follow-up skillsStrong written and verbal communicationsDecision Making and Problem SolvingAbility to navigate company systems and tools efficientlyTeamwork with all sales channels and operationsQuality listening and communicationExcellent follow-through and follow-up skills (leads, issue resolution, etc.) Physical Requirements Sit while answering phones or replying to emailsUse hands and fingers to handle, control or feel objects tools or controlsRepeat the same movements when entering dataSee details of objects that are less than a few feet awaySpeak clearly so listeners can understandUnderstand the speech of another personFocus on one source of sound and ignore othersHear sounds and recognize the difference between themSee differences between colors, shades and brightness Benefits Summary All full-time employees working an average of 30 hours or more per week are eligible for the following benefits: Holiday & Paid Time Off (pro-rated for Part-Time employees)Medical/PharmacyDentalVisionEmployer-Paid Short-Term DisabilityEmployer-Paid Long-Term DisabilityEmployer-Paid Employee Basic Life & Accidental Death and DismembermentVoluntary Employee Life & Accidental Death and DismembermentVoluntary Spousal LifeVoluntary Dependent LifeHospital Indemnity, Accident and Critical IllnessCommuter/Transit AccountHealthcare Flexible Spending AccountDependent Care Flexible Spending AccountHealth Savings Account401(k) with employer matchEmployer-Paid Employee Assistance Program (EAP)Employee Discounts Salary Range
$15.50 – $25.50 / hour
Pay Transparency Statement
At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by geographic location, job-related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.
EEO Statement United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
#J-18808-Ljbffr
