Position Purpose:

Under general direction, provides customer service, billing/pricing/collections resolution, contract administration, service issues, information management, customer file maintenance, record generation and grow new and secured base business through service level upgrades and expanded product offerings for assigned Corporate Accounts on a daily basis.

Key Job Activities:

• Provides customer service via telephone and email to assigned Corporate Account customers. This includes, but is not limited to, missed pick-ups, terms and conditions of contract, complaints, pricing issues, changes, new orders, etc. Follows up with customers on a regular basis to ensure that resolution meets their needs
• Participates in the lead qualification and prospecting process for Corporate Accounts. Works with Corporate Account clients to upgrade current level of service, make recommendations for additional products, and/or offer client based “value added” services, as appropriate
• Develops and maintains rapport with customers, via telephone, in order to build and maintain an excellent working relationship
• Implements contract changes and new contracts. Maintains customer contracts and information ensuring that files are current and up to date. Ensures that additions, changes, and deletions to all customer information is added in billing systems. Coordinates departmental price adjustments, contract renewals, notice of change, updates and tracking, as appropriate. Uploads contract data onto public drive
• Provides regular and ad-hoc reporting and assistance to various Stericycle Managers. This could include, but not be limited to, customer revenue and volume trend analysis, pricing analysis, new/dropped site statistics, ad-hoc search requests and/or reports, general data warehouse statistics information, and/or in the preparation of presentations
• Works in conjunction with intra-departmental representation and/or directly with clients to ensure account retention goals are met
• Works with appropriate Inter-Departmental contracts to prepare and distribute invoices and collections for assigned customers. Calls/contacts customers, when necessary, regarding outstanding balances
• Perform other duties and responsibilities, as assigned

Education:

Preferred Education: in High School or Equivalent

Experience (North America):

• High School diploma or equivalent in related work experience demonstrating a sound knowledge of customer service/collections policies and procedures.
• One or more years of related work experience in a customer service/collections environment, demonstrating the ability to provide excellent customer service to all customers.
• Demonstrates a general understanding of Corporate Account selling cycles, S.P.I.N. Model Selling, and the willingness to participate as an active member of a contract negotiation team.
• Demonstrates good knowledge of Microsoft Office including Excel, Word and PowerPoint; and a general knowledge of general database use

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

It is the policy of Stericycle, as an equal opportunity/affirmative action employer, to hire the best qualified people available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status.

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