Inbound–Outbound Customer Service Representative
Be great with us! Our team is passionate about delivering exceptional customer experiences. Do you have a customer-centric mindset? If so, you could be the perfect fit! As an Inbound–Outbound Customer Service Representative, you’ll play a key role in enhancing the overall customer experience and ensuring our community receives the high-quality service they deserve.
This is not a telework position. Customer Service Representatives work onsite, Monday through Friday, with varied schedules between 7:30 AM and 5:00 PM, plus occasional weekends and holidays.
What You’ll Do
- Foster a customer-centric mindset by prioritizing customer satisfaction and seeking opportunities to improve the customer experience.
- Seek feedback from customers and teammates to support continuous improvement.
- Support customer experience programs and initiatives.
- Maintain a positive, resilient attitude in every customer service interaction.
- Engage proactively with customers—anticipating needs and offering helpful guidance.
- Professionally and promptly assist customers with inquiries, including solid waste residential collection, community drop-off sites, and program education.
- Monitor and respond to customer inquiries received through the CVWMA Portal.
- Assist telephone customers with various service needs.
- Process additional cart sales as needed.
- Develop strong problem-solving skills to address complex customer issues quickly and effectively.
- Confirm services and provide program education during customer outreach.
- Collaborate with cross-departmental teams to ensure a seamless customer experience.
- Maintain accurate and thorough customer records.
What We Offer
CVWMA offers quasi-state employee benefits, including:
- A welcoming, family-oriented work environment that encourages work/life balance
- Health Insurance
- Flexible Spending Account
- Employee Assistance Program
- 13 Holidays
- Paid Leave (begins accruing on day one)
- Group Life Insurance
- Optional Life Insurance
- Virginia Retirement System (VRS)
- Deferred Compensation Savings Plan
What You’ll Bring
- Must be at least 18 years old with an upbeat personality and warm, friendly demeanor.
- Excellent verbal and written communication skills, with the ability to actively listen and provide clear, effective solutions.
- A solid understanding, or willingness to learn, of CVWMA programs and services to confidently assist customers.
- Demonstrated empathy and patience, especially in challenging situations.
- Adaptability and flexibility to handle unpredictable or rapidly changing circumstances.
- A positive, team-oriented attitude that contributes to a pleasant customer experience.
- Cross-selling skills and the ability to identify services or solutions that align with customer needs.
- Strong problem-solving abilities, with the capacity to think critically and resolve issues efficiently.
- Effective time-management skills, with the ability to prioritize tasks, manage multiple inquiries, and meet deadlines.
All aspects of employment are based on merit, competence, performance, and business needs – including decisions regarding hiring, promotion, discipline, or discharge.
Compensation: Government scale and benefits.
Application Deadline: Open until filled.
Interested candidates should email a resume to the Senior Customer Service Manager at sbreaker@cvwma.com.