Bilingual Customer Service Rep

Waste Pro USA; Ocala (FL); On-site; USD 21,000 - 28,000; Full time

Job summary

Waste Pro USA is seeking a Customer Service Representative to handle inbound calls, assist commercial and residential customers, and document interactions accurately. You will partner with a team to meet call center goals and improve the customer experience using the Tower system.

Responsibilities include providing service quotes, establishing accounts, resolving issues, and identifying cross-sell opportunities.

Qualifications

• Experience handling high-volume inbound calls and meeting service level goals.
• Strong customer service focus with the ability to resolve issues effectively.
• Ability to identify cross-sell opportunities and communicate product value.
• Excellent communication and documentation skills for accurate records.

Responsibilities

• Answer incoming calls and assist commercial and residential customers.
• Provide service quotes and establish customer accounts with pricing and billing details.
• Resolve customer issues and escalate complex cases to appropriate teams.
• Maintain customer records using the Tower system and update as needed.
• Collaborate with other departments to meet call center goals and improve service quality.

Skills

Call handling

Customer service

Cross-selling

Communication

Record keeping

Teamwork

Tower System

Tools

Tower System

Job description

Summary Of Position

The Customer Service Representative receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.

Summary Of Position

The Customer Service Representative receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.

Essential Job Functions

• 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. Communicates concise and accurate 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. (Lock bars, casters, gate fees, etc.)
• 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.

Other Job Responsibilities

• Employees in this job classification must attend and participate in corporation sponsored training courses as assigned.
• Employees in this job classification are responsible for keeping up to date on current technology, as job appropriate, being used by Waste Pro .
• Any additional job duties that may be assigned by the Supervisor.

WORK ENVIRONMENT

Normal setting for this job is: office setting.