About Stericycle
Stericycle is a U.S. based business‑to‑business services company and leading provider of compliance‑based solutions that protects people and brands, promotes health and well‑being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start‑up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size.
Position Purpose
Working within our Customer Service Team the successful candidate will have a proven track record in providing a high level of customer service. You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and Operations network to efficiently track, monitor and resolve all customer inbound queries in a timely manner.
Key Job Activities
- Provide an excellent level of service which ensures customer needs and expectations are met, whilst working towards first contact resolution.
- Establish and build rapport with customers, providing accurate and timely information to instill customer confidence in our ability to deliver an exceptional level of service.
- Build and maintain strong working relationships with both internal and external customers, establishing and building relationships with other departments.
- Understand, analyse and interpret data and customer reporting.
- Pro‑actively keep customers updated on all aspects of their enquiry in a timely manner.
- Accurately record clear and concise notes for each customer interaction within the CRM system.
- Resolve complex customer enquiries including pricing queries, invoice disputes and manage customer dissatisfaction.
- Identify whether a customer is due a credit as part of a billing query and be able to calculate full and partial credits.
- Handle customer complaints, manage objections and take ownership through to full resolution.
- Identify and surface any process issues, offering suggestions or ideas for suitable resolutions.
- Pro‑actively elevate any unresolved customer query that may breach our agreed SLAs to management.
Education
- High School diploma or equivalent.
Experience
- Ability to work within a fast‑paced environment in the service industry.
- Can work independently or as part of a wider team.
- Logical thought process aligned with customer demands and expectations.
- Excellent verbal and written communication skills.
- Commercial awareness.
- Competent in Microsoft Office suite.
- Strong problem‑solving skills with attention to detail.
- Results oriented.
Benefits
- Contributory Pension Scheme
- Life Insurance
- Cycle to Work Scheme
- Access to SteriCares, our employee support fund
- Stericycle University – Our online library of self‑development & learning
- Annual performance related pay review.
- Referral Scheme (Earn by introducing people in your network to the Stericycle family)
- Flu voucher
- Eye Test voucher
- And more
Disclaimer
The above description is a summary of the nature and level of work being performed; it is not an exhaustive list. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations in accordance with applicable laws and policies.
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