Customer Care Specialist

1 month ago

Vancouver, Canada Routeware, Inc Full time

Routeware is the industry leader in providing SAAS software solutions, integrated technologies including RFID, AI, video, hardware/software, and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations achieve a digital transformation that saves time and money, increases efficiency, improves safety, and helps to make our world a greener place.

Based in Portland, Oregon, the company is PE-backed and employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one solution to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.

Our Values:

- Intellectual Curiosity - _We nurture skills, knowledge, and creativity._
- Emotional Intelligence - _We are personable, positive, and caring — and we don't take ourselves too seriously._
- Customer Focus - _We advocate for our customers._
- Team Commitment - _We take ownership, play well with others, and are reliable._
- Solution and Action Orientation - _We approach solutions proactively, collaboratively, and thoroughly._

**POSITION OVERVIEW**

As a Customer Care Specialist, you will help municipalities and haulers leverage digital communication and fleet management software, as well as hardware solutions to better their solid waste management operations. Leveraging a best practice model, you will guide customers along their journey to be successful in their goals, to ensure they renew their subscriptions and grow their product portfolio. Within Routeware, you will be the voice of the customer, working closely with Sales, Customer Support, Field Reps, and with our Product team helping to steer future products.

You will be successful in this role if you can digitally: motivate customers, identify ways to prove value and spark opportunities for growth.

**RESPONSIBILITIES & DUTIES**
- Shared ownership and responsibility of customers, their success, and renewal.
- Listen to customers, understand their needs, and resolve customer issues.
- Utilize systems and technology to complete account management tasks.
- Appropriately escalate customer dissatisfaction with the managerial team.
- Bug facilitation - report bugs according to bug reporting procedures.
- Understand your customer's needs and capabilities, in order to help them achieve their goals.
- Consult with customers on best practices throughout their journey with Routeware.
- Utilizing automation workflows, recommend promotion tactics, training, and feature utilization to ensure customers get the most out of their solutions.
- Be equipped with a library of resources, success stories, KPIs, and coaching.
- Motivate customers to implement your recommendations, by leveraging other customer stories.
- Prove value to ensure customers are receiving modern waste management solutions.

**QUALIFICATIONS**
- High school diploma or equivalent.
- Excellent organizational, written, and oral communication skills.
- The ability to type swiftly and accurately.
- Keen project management skills.
- Ability to multitask, stay focused, and self-manage.
- The ability to thrive in a fast-paced environment where change is prevalent.
- Excellent interpersonal skills and the ability to build relationships with your team and customers.

**BENEFITS**
- Comprehensive benefits (medical, vision, dental, and life insurance)
- Paid parental leave
- Paid Time Off
- Nine company holidays
- Two floating holidays
- 1 Volunteer day
- Summer Friday's

This is a full-time, remote role based anywhere in Canada.

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