Responds to customer inquiries via email, text chat and digital media regarding waste and recycling services.
Researches and resolves questions or complaints, referring to internal or external experts when necessary.
Provides clear, accurate information about service offerings, container sizes, pickup schedules, and recycling guidelines.
Ensures all responses follow approved company guidelines and maintains a polished, positive, conversational, customer-friendly and compassionate tone.
Engages with customers across digital channels—including email, live chat, and digital media—using integrated support tools to deliver prompt, personalized assistance.
Uses digital dashboards and CRM systems to log interactions, monitor service issues, and proactively identify opportunities to enhance customer satisfaction.
Maintains detailed records of customer interactions, identifies trends, and suggests improvements to products or services.
Refers unresolved or complex issues, including potential sales opportunities, to appropriate internal departments.

High school diploma or GED
2 to 4 years of experience in a business or office setting
Excellent relationship management, listening, and problem-solving skills
Strong oral and written communication abilities
A customer-focused mindset
Proficiency in Microsoft Office
Ability to work collaboratively in a team environment
Comfortable handling basic issues independently and referring complex matters to senior staff
Working knowledge of the subject matter is expected.
Position operates under direct supervision, reporting to a supervisor or manager.

Digital Customer Care Representative

Key skills