Customer Care Specialist at Metro Waste Authority in Perry, IA

Description

Position Summary 

The Customer Care Specialist provides exceptional internal and external customer care at Metro Park West Landfill and other Metro Waste Authority facilities. This position is responsible for answering phones, greet, and direct customers for proper disposal of material and responsible for opening and closing the scale house and performing transactions for customers according to procedure. Provides office coordination at Metro Park West Landfill, including administrative support for the Working Foreman and preparation for disposal of household hazardous waste.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Provides excellent customer care in a tactful and effective manner while projecting a courteous, patient, helpful, and positive attitude at Metro Park West and other Metro Waste Authority facilities based on agency needs. In addition to in-person interactions, also supports positive interactions via phone and web-based interactions.
• Completes customer transactions at point of sale, via cash/check/charge. Accurately documents accounts and completes reports. Prepares daily deposit and completes transactions at local bank.
• Maintains extensive knowledge of agency programs and services to provide information, assist in troubleshooting and resolving issues. 
• Maintains supplies, sorts, and distributes incoming mail and faxes. Prepares outgoing mail for courier service between facilities or delivers directly to the Post Office. Performs cleaning duties including restrooms, offices, and shared employee areas.
• In accordance with 40 CFR, established procedures followed while receiving, inspecting, sorting, and preparing for disposal or reutilization household hazardous waste that will be shipped to the Regional Collection Center.
• Understands computers and software used to support customer transactions and relationship management.
• Monitors site for safety or traffic flow issues, communicates with site foreman to support a positive customer experience.
• Provides back-up coverage for similar functions at other Metro Waste Authority facilities as needed.
• Maintains scale equipment indoors with occasional outdoor work as needed for troubleshooting or maintenance.

Environmental Stewardship – Demonstrates an understanding of Metro Waste Authority’s Environmental Management System (EMS). Guided by the EMS processes and procedures, we focus on six main areas aimed at increasing diversion and/or protecting the environment. These include: 

• Recycling
• Household Hazardous Waste Collection
• Organics Management
• Water Quality Improvement
• Greenhouse Gas Reduction
• Environmental Education

MWA Values - Demonstrates an understanding of Metro Waste Authority’s values and applies them to the position, and assigned responsibilities, as well as to all interactions with customers and co-workers.

• Leadership – Set the example because everyone is a leader!
• Integrity – Always do what is right!
• Positivity – Bring our best to every task, every day and bring out the best in your colleagues!
• Teamwork – Collaborate because we know that together we will address opportunities and challenges!
• Innovation – Forge a new path and evolve!

Competencies 

• Accepting Direction - Accepts and follows directions from others; respects authority; complies with requests; does what they are asked to do
• Acting Decisively - Moves quickly to make decisions and commit to a clear course of action; comfortable making decisions based on partial information; willing to take risks in order to maintain momentum; shows a strong bias toward action
• Adapting to Others - Changes his/her interpersonal style and approach based on the circumstance; modifies his/her approach based on cues from others; makes an effort to treat people in a way that makes them feel comfortable and respected
• Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
• Demonstrating Initiative - Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked
• Displaying Confidence and Composure - Remains calm under pressure; expresses confidences in ability to succeed; keeps an optimistic attitude even when things are not going well
• Managing Stress - Uses healthy and effective methods to manage stress (e.g., maintaining appropriate diet, exercise, and sleep schedules); reacts effectively when faced with high-pressure situations
• Meeting Basic Work Expectations - Complies with basic job requirements and tasks; arrives at work on time as scheduled; proactively informs others when he/she encounters problems that may limit his/her ability to meet expectations
• Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages customer expectations

Travel

This position requires regular travel to the city of Perry, as well as occasional travel in and around the Des Moines metro area to support other Metro Waste Authority facilities.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent
• 3 years of general office experience, customer care and computer proficiency.
• Ability to work flexible day-time schedules, including Saturdays.
• Competencies in Microsoft Office (including Word, Excel, and Outlook) and ability to learn position-specific software systems.
• Fluency in English with ability to hear and speak clearly and loudly.
• Advising supervisor of significant problems encountered in day-to-day operations. 
• Valid driver’s license

Preferred Education & Experience  

• Experience with point of sale or customer relationship management software preferred.
• Willingness to complete 24-hour HAZWHOPPER class through MWA.

Physical Demands 

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. 

Work Environment 

This job operates in an office environment at a working landfill. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Limited exposure to toxic agents such as pesticides and poisons, potentially explosive or other unknown risks from incoming materials, and odors from solvents and other chemical products.