Bilingual Customer Experience Specialist

Waste Pro USA Inc.; Florida; On-site; USD 32,000 - 44,000; Full time

Job summary

Waste Pro USA Inc. is seeking a Customer Service Representative to receive and process calls from customers, serving as the end-to-end contact point and resolving issues.

The role collaborates with a team to meet call center objectives and enhance service delivery to exceed customer expectations. Responsibilities include answering calls, assisting commercial and residential customers, providing quotes, establishing accounts, and driving customer retention.

Qualifications

Responsibilities

• Answers incoming calls.
• Assists existing commercial and residential customers in resolving issues.
• Provides service quotes for new customers.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Provides customer retention by providing high level customer service and offering alternatives to cancellation request.
• Averages answering approximately 100 inbound calls per day.
• Averages answering calls in fewer than 12 seconds.
• Establishes understanding of customer needs, issues, and requests.
• Identifies opportunities to cross sell additional products and services.
• Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level.
• Serves as the customer's advocate by solving problems on the customer's behalf and by engaging the right department and people within Waste Pro.
• Supports other service lines when required.
• Uses Tower system to gather information, provides information, and/or update customer records.
• Completes cross training with other departments to include Operations, Sales, and Billing.
• Strives to meet or exceed service and operational goals established for the call center to include productivity, quality, and timeliness.

Job description

Waste Pro USA Inc. is seeking a Customer Service Representative to receive and process calls from customers, serving as the end-to-end contact point and resolving issues.

The role collaborates with a team to meet call center objectives and enhance service delivery to exceed customer expectations. Responsibilities include answering calls, assisting commercial and residential customers, providing quotes, establishing accounts, and driving customer retention.