CRM Representative

Job Summary:

We are seeking a proactive and detail-oriented CRM Representative to join our team. This role is focused on delivering exceptional customer service through proactive management of our customer portfolio. You will be the first point of contact for customers, ensuring smooth onboarding, resolving issues quickly, and maintaining accurate records. The ideal candidate thrives in a fast-paced environment, communicates effectively, and takes ownership of customer satisfaction.

Key Responsibilities:

• Customer Communication & Support:
  Serve as the primary contact for customers via phone, email, and online channels. Handle bookings, provide service updates, and ensure every interaction reflects our commitment to service excellence.
• Issue Resolution & Escalation:
  Take ownership of customer issues, investigate problems, and resolve them promptly. Escalate complex cases to the appropriate teams while keeping customers informed throughout the process.
• Onboarding & Account Management:
  Manage the smooth onboarding of new customers and proactively monitor accounts to maintain high satisfaction.
• Maintain & Update Customer Records:
  Keep detailed and accurate customer notes in the CRM system to ensure transparency and continuity across teams.
• Operational Coordination:
  Work closely with the operations teams to schedule services, adjust bookings, and ensure operational efficiency.
• Reporting & Administration:
  Prepare daily reports, support contract management activities, and assist with cancellations and invoicing processes.

Required Skills & Qualifications:

• Experience in customer service or CRM roles, ideally in logistics, waste management, or field services.
• Excellent communication and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM systems (e.g., Wastedge) and Microsoft Office Suite.