Dive Brief:
- Republic Services is launching a $13.6 million customer service center in Fishers, IN to open on Sept. 1 — projected to employ 469 staff by 2015, on top of the 1,500 current Republic workers in that state.
- The 68,000-square-foot site is one of three similar locations that are part of a two-year corporate plan to consolidate over 100 customer service centers. Republic recently announced plans for its Charlotte, NC site, anticipated to generate 350 jobs; the third operation will be in Phoenix, AZ. The entire investment should cost the company around $20 million, according to a press release.
- Republic will receive up to $4.5 million in tax credits from the Indiana Economic Development Corp pending fulfillment of job-creation plans. Fisher’s City Council may provide additional tax incentives in the form of a 10-year traditional personal property abatement worth nearly $124,000.
Dive Insight:
Republic, like many other large solid waste management companies, remains in the public eye particularly with regard to its impact on the environment and services expected of its 14 million customers. It has attempted to be available whether through open forums to discuss controversial issues or platforms like a portal and mobile app to enhance customer interaction.
This newest customer engagement model is intended to build good faith and loyalty. The investment in the high-tech, consolidated call centers also fits into a larger reorganization plan to boost efficiency, while maximizing operational capital, and ultimately generating savings.
"With the creation of the Republic Services Customer Resource Centers (CRCs), we are taking an important step toward transforming our customer experience, and we believe Indiana is the right place to do just that," said Joe Burkel, senior vice president of customer experience. "The state-of-the-art Fishers CRC will bring advanced technologies and additional professional customer-service jobs to the community and will allow Republic to focus on delivering consistent and superior service to our valued customers."
