POSITION SUMMARY: Under general direction from the Customer Resource Supervisor and with in-depth knowledge of the Company’s services and processes, the Customer Resource Consultant works within a Customer Resource Center (CRC) in support of our Franchise markets to research and resolve complex customer issues, deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved, and assist potential customers interested in initiating service with Republic Services. PRINCIPAL RESPONSIBILITIES:<ul><li>Provides a third tier of customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism and respect.</li><li>Responds to inbound calls or email requests and initiates outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.</li><li>Handles inbound sales inquiries from potential customers inquiring about the Company’s services and prices.</li><li>Configures quotes for new customers and price and service changes for existing customers.</li><li>Handles inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.</li><li>Follows up on web leads and municipal leads to offer services and create sales.</li><li>Serves as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.</li><li>Effectively responds to customer escalations, including, but not limited to, service changes and issues with billing and equipment.</li><li>Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained.</li><li>Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. Enters service and route data into Company system for billing and route scheduling purposes.</li><li>Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.</li><li>Performs other job-related duties as assigned or apparent.</li></ul> QUALIFICATIONS:<ul><li>Experience responding to inbound sales inquiries, upselling and closing new business opportunities.</li><li>Waste or service industry experience.</li><li>Experience using bilingual skills, particularly Spanish, in a business environment.</li></ul> MINIMUM REQUIREMENTS:<ul><li>High school diploma or GED.</li><li>Minimum of 2 years of experience in a customer service or higher volume sales environment.</li><li>Experience working in a team environment.</li><li>Consistent rating of meets expectation for Republic Services Customer Resource Center quality, productivity, and adherence measures.</li></ul>Rewarding Compensation and BenefitsEligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts.  • Short- and long-term disability. • Life insurance and accidental death &amp; dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • Retirement plan with a generous company match. • Employee Stock Purchase Plan (ESPP).The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.ABOUT THE COMPANYRepublic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.Our company values guide our daily actions:<ul><li>Safe: We protect the livelihoods of our colleagues and communities.</li><li>Committed to Serve: We go above and beyond to exceed our customers’ expectations.</li><li>Environmentally Responsible: We take action to improve our environment.</li><li>Driven: We deliver results in the right way.</li><li>Human-Centered: We respect the dignity and unique potential of every person.</li></ul>We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.   STRATEGYRepublic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets.  We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.Recycling and WasteWe continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.Environmental SolutionsOur comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.  SUSTAINABILITY INNOVATIONRepublic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.RECENT RECOGNITION<ul><li>Barron’s 100 Most Sustainable Companies</li><li>CDP Discloser</li><li>Dow Jones Sustainability Indices</li><li>Ethisphere’s World’s Most Ethical Companies</li><li>Fortune World’s Most Admired Companies</li><li>Great Place to Work</li><li>Sustainability Yearbook S&amp;P Global</li></ul>

At Republic Services, we're guided by five essential core values to be Respectful, Responsible, Reliable, Resourceful, and Relentless in all we do, every day. Our highly passionate, professional team is reminded of these principles every time they see the five R's joined together to form the Republic Services Star. It's what makes us who we are, reminding us to keep our customers at the heart of it all.Republic Services, Inc. was incorporated in 1996 with a can do

Franchise Market Specialist

POSITION SUMMARY: Under general direction from the Customer Resource Supervisor and with in-depth knowledge of the Company’s services and processes, the Customer Resource Consultant works within a Customer Resource Center (CRC) in support of our Franchise markets to research and resolve complex customer issues, deliver superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved, and assist potential customers interested in initiating service with Republic Services. PRINCIPAL RESPONSIBILITIES:<ul><li>Provides a third tier of customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism and respect.</li><li>Responds to inbound calls or email requests and initiates outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.</li><li>Handles inbound sales inquiries from potential customers inquiring about the Company’s services and prices.</li><li>Configures quotes for new customers and price and service changes for existing customers.</li><li>Handles inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.</li><li>Follows up on web leads and municipal leads to offer services and create sales.</li><li>Serves as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.</li><li>Effectively responds to customer escalations, including, but not limited to, service changes and issues with billing and equipment.</li><li>Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained.</li><li>Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. Enters service and route data into Company system for billing and route scheduling purposes.</li><li>Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.</li><li>Performs other job-related duties as assigned or apparent.</li></ul> QUALIFICATIONS:<ul><li>Experience responding to inbound sales inquiries, upselling and closing new business opportunities.</li><li>Waste or service industry experience.</li><li>Experience using bilingual skills, particularly Spanish, in a business environment.</li></ul> MINIMUM REQUIREMENTS:<ul><li>High school diploma or GED.</li><li>Minimum of 2 years of experience in a customer service or higher volume sales environment.</li><li>Experience working in a team environment.</li><li>Consistent rating of meets expectation for Republic Services Customer Resource Center quality, productivity, and adherence measures.</li></ul>Rewarding Compensation and BenefitsEligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts.&nbsp; • Short- and long-term disability. • Life insurance and accidental death &amp; dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • Retirement plan with a generous company match. • Employee Stock Purchase Plan (ESPP).The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.&nbsp; Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.ABOUT THE COMPANYRepublic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services.&nbsp;Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.Our company values guide our daily actions:<ul><li>Safe: We protect the livelihoods of our colleagues and communities.</li><li>Committed to Serve: We go above and beyond to exceed our customers’ expectations.</li><li>Environmentally Responsible:&nbsp;We take action to improve our environment.</li><li>Driven: We deliver results in the right way.</li><li>Human-Centered:&nbsp;We respect the dignity and unique potential of every person.</li></ul>We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods. &nbsp;&nbsp;STRATEGYRepublic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets. &nbsp;We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.Recycling and WasteWe continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.Environmental SolutionsOur comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.&nbsp; SUSTAINABILITY INNOVATIONRepublic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.RECENT RECOGNITION<ul><li>Barron’s 100 Most Sustainable Companies</li><li>CDP Discloser</li><li>Dow Jones Sustainability Indices</li><li>Ethisphere’s World’s Most Ethical Companies</li><li>Fortune World’s Most Admired Companies</li><li>Great Place to Work</li><li>Sustainability Yearbook S&amp;P Global</li></ul>

Franchise Market Specialist

About the Job

About the Company

Republic Services

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