Customer Care Specialist

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 wo