Job Description

www.InfinityDelivers.com

FOUNDED IN 1996, INFINITY CONTINUES TO HELP ADMIRED BRANDS GET CUSTOMERS AND KEEP CUSTOMERS.

Our clients have asked us to help them with their challenges of low sales productivity, customer churn, and market share. Our revenue system, Buyerlytics®, integrates the cross-functional components that lead to alignment of goals, accountability and superior revenue results.

Our leadership team has over 100 years of experience building innovative and customized inside sales and customer service programs.

Infinity is currently seeking an Inside Sales Account Executive to join our team.

Job Description

Infinity is an award-winning inside sales and service agency that helps admired brands GET CUSTOMERS AND KEEP CUSTOMERS. We were established in 1996 and today we have two US facilities located in Cedar Rapids, IA and Bingham Farm, MI.

CUSTOMER SERVICE ASSOCIATE (CSA)

Description:

The Customer Service 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.

Essential Functions:

1. Provides timely and accurate information to inbound customer service requests
2. Processes customer service requests according to established department policies and procedures
3. Provides timely feedback to the company regarding service failures or customer concerns

Day to Day Activities:

• Answer incoming phone calls, manage E-mail and other web based systems (Portals)
• Enter Service Requests and orders into designated internal work order system.
• Schedule services with service partners
• Follow up throughout the life of existing tickets – confirm resolution
• Update different Portals with status of Service Requests
• Outbound confirmation calls and emails
• Report escalations to CSM
• Keep the customer informed about Ticket status
• Administrative tasks as needed
• Support strategic ongoing initiatives communicated by the CSM.
• Billing management, including resolving invoice questions and investigating payment issues with vendors; assisting the CSM with preparing the customer bills each month
• Data management, including verifying data points and updating 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.
• Proactively communicating and resolving issues with our vendors

Competencies:

• Customer/Client Focus – Passion for Customer Care
• Problem Solving/Analysis – Focus and enthusiasm to solve customer issues
• Time Management – Strong organizational skills
• Call Management – Call forwarding, conference calls
• Communication Proficiency – Ability to communicate effectively, verbally and in writing with supervisors, employees, customers, employees and business partners
• Teamwork Orientation – Able to work with others in a productive way
• Ability to multitask
• Ability to think logically

Preferred Education and Experience:

• Bachelor’s degree
• 2+ years of experience in a professional setting
• Customer service experience in high volume call center
• Computer experience
• Excel
• Power BI

· Knowledge of industry related terms, concepts, and technologies

1. Trash
2. Recycling
3. Compost/Organics
4. Regulated/Hazardous Waste
5. Zero Waste Programs

HEALTH AND SAFETY At Infinity we take health and safety very seriously. With the current COVID-19 pandemic being relevant in the workplace, we have taken best-in-class measures including:

• Temperature taken prior to office entry and survey screening questions
• Enhanced in-office cleaning using CDC approved disinfectant
• On-going cleaning in the building and common areas
• Ample supply of self-cleaning inventory and hand sanitizer placed throughout
• Masks and gloves available on request – masks required outside of office
• Restricting all outside visitors
• One-way paths and social distancing measures in place

Job Type: Full-time

Pay: $13.00 per hour

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