Customer Experience Representative

Role Core Purpose

To serve as the frontline point of contact for customers by efficiently resolving service inquiries, accurately processing requests and payments, and ensuring a clear, positive customer experience while coordinating with internal teams to address service needs.

Key Responsibilities:

· Serve as the first point of contact for inbound customer calls, delivering prompt, courteous, personal and solution-oriented support

· Handle inquiries related to missed service by entering and submitting residential service request tickets for LDC follow-up

· Respond to basic billing questions, including charges, account balances, and payment history

· Process payments by credit card and/or ACH for full and partial balances

· Instruct and guide residents on how to use the online portal

· Update and correct information at account-level as needed

· Provide clear information regarding service schedules, pickup days, and holiday changes

· Educate customers on acceptable and non-acceptable items for collection and disposal guidelines

· Escalate complex issues or service disruptions to appropriate departments as needed

· Follow call scripting and call cadence criteria (opening greeting, closing greeting)

· Educate customers on other service offerings (upselling opportunities)

· Obtain google reviews based on call experience

· Maintain a professional, empathetic tone while de-escalating customer concerns

· Ensure compliance with company policies, procedures, and data privacy standards

· Support overall customer satisfaction by delivering consistent, high-quality service