Bilingual Customer Support Specialist — High-Volume Calls

Waste Pro USA Inc.; Ocala (FL); On-site; USD 28,000 - 40,000; Full time

Job summary

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

The role involves collaborating with a team to meet call center objectives, providing service quotes, establishing accounts, and aiming to exceed customer expectations through excellent communication and problem solving.

Qualifications

• Ability to handle a heavy volume of calls in a professional and efficient manner.
• Excellent verbal, written and analytical skills.
• Computer proficiency in MS Office and strong typing skills.
• Ability to multi task and work in a fast-paced environment.
• Ability to adapt, handle pressure, and contribute to a positive team.

Responsibilities

• Answers incoming calls.
• Assists existing commercial and residential customers in resolving issues.
• Provides service quotes for new customers.
• Establishes customer accounts with service type, pricing, billing, and other information.
• Offers alternatives to cancellations to retain customers.
• Averages around 100 inbound calls per day and under 12 seconds per call.
• Identifies customer needs and requests, and resolves issues or escalates as needed.
• Cross-sells additional products and services when appropriate.
• Collaborates with Waste Pro employees to determine service and resolve complaints.
• Serves as the customer's advocate by coordinating with the right departments.
• Supports other service lines when required.
• Uses Tower system to gather/update customer records.
• Participates in cross-training with Operations, Sales, and Billing.

Skills

Verbal communication

Written communication

Analytical skills

MS Office

Typing

Multitasking

Teamwork

Problem solving

Tools

Tower system

Job description

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

The role involves collaborating with a team to meet call center objectives, providing service quotes, establishing accounts, and aiming to exceed customer expectations through excellent communication and problem solving.