As a customer service representative you are the face of the company, we are to address each call with a smile, empathy and resolution to CWS customer request.

Expectations for each call center representative:

1. Attend work regularly.

2. Daily goal for phone calls: 60 calls or more per day per representative

3. Daily rotation to answer all voicemails.

4. No refusal of incoming calls

5. Remain courteous and responsive to all customer requests.

Hours of Operation:

· Columbia - 8:00 am – 5:00 pm Monday thru Friday

· Low Country – 8:30 am – 5:00 pm Monday - Friday

· Charleston – 8:00 am- 5:00 pm Monday thru Friday

· Dalton – 8:00-5:00 pm Monday thru Friday

· Chattanooga – 8:00 am – 5:00 pm Monday thru Friday

All representatives need to report to work 15 minutes prior to the beginning of their shift in order to be in place when the Call Center telephones turn on.

Jacob Hershey performs research on these accounts. Please follow this email chain and cc accordingly:

Email Chain: Tonya Martin, ([email protected]) Tonya will email Jacob Hershey ([email protected]) please CC: Angela Middleton ([email protected]) on the email.

Refunds are handled by Jacob Hershey.

All request for refunds should be sent to Tonya Martin and CC: Angela Middleton

Calls for missing checks/ payments should be sent to Michelle Dixon. She can research and respond to you by email at [email protected].

Calls for prior invoices or collections should be sent to Mandy Corley at [email protected]. Mandy prefers requests to be emailed to her.

• All calls concerning commercial account issues or quotes should be transferred to Stephanie Lampkin or Katie Mathews.
• If the commercial account holder needs to be dumped or collected, please place a ticket in Navusoft for collection
• If this is a call for a new account please email Stephanie Lampkin ([email protected])
• Any request for services other than pickups should be directed to the customer’s sales representative.