Client Services Associate

Job Title: Client Services Associate 

Location: Remote - USA

Reports to: Key Account Manager

Department Name: Account Management

Job Types: Full Time, Non-Exempt

Overview

We are seeking a dedicated and personable Customer Service Associate to join our team. The Client Services Associate (CSA) processes inbound customer service requests and inquires via phone, e-mail, and Internet portals. The CSA is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company provided services as well as communicating effectively with team members within the customer operational department.

Key Responsibilities

• Provide timely and accurate information to inbound customer service requests
• Respond promptly and professionally to incoming phone calls, E-mails, and other web-based systems
• Process customer service requests according to established department policies and procedures
• Provide timely feedback to the company regarding service failures or customer concerns
• Schedule services with service partners; Enter and update service requests and orders into designated internal work order system and/or portals
• Follow up throughout the life of existing tickets and keep the customers informed about ticket status
• Determine problems that demand immediate promotion to direct supervisor
• Support strategic ongoing initiatives communicated by the direct supervisor
• Respond proactively to customer inquiries and concerns
• Resolve invoice questions and investigate payment issues with vendors; assist manager with preparing the customer bills each month
• Verify data points and update the system as needed
• Project management as needed, including sustainability reporting, optimizing services, finding cost savings, weekly status updates, communicating policy updates that are relevant to customers, etc.

Qualifications

• Bachelor’s degree preferred
• 2+ years of customer service experience
• Strong verbal and written communication skills
• Demonstrated ability to work well as part of a team
• Ability to enter a high volume of transactions quickly and accurately with great attention to detail
• Strong organizational and multitasking skills
• Willingness to corporate with customers and management to resolve any issues that may arise
• Ability to work evenings, weekends and holidays as required
• Basic knowledge of MS Office and Excel

Benefits 

• Healthcare Benefits: Fully paid medical premiums for all full-time employees and their dependents
• 401(K) with employer match after 90 days of employment
• Maternity/Paternity Leave Policy: Rubicon provides paid maternity leave based on years of service, as well as paid paternity leave
• Generous PTO: Generous Paid Time Off is granted to the employees (with proper approvals), with a minimum of 12 days in your first year of employment plus 11 company paid holidays per year  
• Inclusion & Diversity Affinity Groups to support belonging

Physical Demands and Working Environment

• While performing the duties of this job in a home office setting, the employee is regularly required to work on a computer for extended periods of time. Travel to attend team meetings may be required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions
• To facilitate working from home, and as a requirement for this role, candidates must provide their own eligible, high speed internet access with sufficient bandwidth to execute all job functions. Company laptop will be provided

About Rubicon

Rubicon builds technology products and provides expert sustainability solutions to waste generators and material processors to help them understand, manage, and reduce waste. As a mission-driven company, Rubicon helps its customers improve operational efficiency, unlock economic value, and deliver better environmental outcomes. To learn more, visit rubicon.com.

Rubicon is an Equal Employment Opportunity Employer. We also maintain a Drug-Free Workplace.

Rubicon is committed to sustainability and will rely on all employees to serve as an advocate for ESG both internally and externally to help grow the Company’s ESG objectives.

• Environment: Contribute, measurably, to Rubicon’s carbon reduction goal and circular economy efforts
• Social: Support Rubicon’s efforts to cultivate/promote racial and gender equity
• Governance: Advance Rubicon’s commitment to best-in-class governance practices