Dive Brief:
- Republic Services is opening a $6.8 million customer service center in Charlotte, NC to manage incoming and outgoing communication by phone or Internet with businesses, schools, hospitals, municipalities, and residents, among other customers.
- The 82,375-foot facility is anticipated to generate 350 jobs in sales, quality assurance, and customer care and is slated to come on line by Sept. 1, 2016, according to Republic Senior Vice President of Customer Experience Joe Burkel.
- The project is coming to fruition largely through a performance-based grant awarded to Republic stipulating specific job creation and capital investment goals.
Dive Insight:
An organization with a platform and customer base as expansive as Republic’s — the company services 14 million customers in 39 states — is going to field complaints, concerns, and questions in volumes. A uniform, streamlined communication system ideally promotes a means to respond efficiently, and in a way that maximizes capital and personnel.
The Charlotte project is part of a bigger plan to achieve that goal; it sprung from Republic’s $20 million business move to consolidate call centers from over 100 customer service locations into three centers.
"North Carolina is pleased to welcome another Fortune 500 name to its corporate roster along with the hundreds of new jobs it plans to bring our economy," Gov. Pat McCrory said.
