Bilingual Inbound Customer Experience Specialist

Waste Pro USA Inc.; Tallahassee (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Waste Pro USA Inc. in Tallahassee, FL seeks a Customer Service Representative to receive and process calls, serve as the end-to-end contact, and resolve customer issues.

You will collaborate with a team to meet call center objectives and elevate the customer service experience. Daily duties include answering calls, quoting service for new customers, establishing accounts, retaining customers, and cross-selling products.

Qualifications

• Ability to handle a heavy volume of calls professionally.
• Excellent verbal, written and analytical skills.
• Computer proficiency in MS Office and strong typing.
• Ability to multi task.
• Ability to react well under pressure and treat others with respect.
• Ability to identify and resolve problems in a timely manner.
• Ability to prioritize and plan work activities.
• Ability to work independently and as a team to exceed call center standards.
• Ability to adapt to frequent changes and handle difficult customer situations.

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.

Skills

Call handling

Communication

Typing

MS Office

Multitasking

Problem solving

Teamwork

Adaptability

Customer service

Pressure handling

Tools

Tower system

Job description

Waste Pro USA Inc. in Tallahassee, FL seeks a Customer Service Representative to receive and process calls, serve as the end-to-end contact, and resolve customer issues.

You will collaborate with a team to meet call center objectives and elevate the customer service experience. Daily duties include answering calls, quoting service for new customers, establishing accounts, retaining customers, and cross-selling products.