Customer Care & Solutions Specialist

Waste Pro USA; Tunnel Hill (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Waste Pro USA in Tunnel Hill, GA is seeking a Customer Service Representative to receive and process calls from customers and act as the end-to-end contact point to resolve issues. You will collaborate with a team to meet call center objectives and enhance service quality for customers.

The role includes answering roughly 100 inbound calls daily, resolving inquiries, providing quotes, establishing accounts, and supporting cross-functional teams to meet productivity and quality targets.

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. 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.

Job description

Waste Pro USA in Tunnel Hill, GA is seeking a Customer Service Representative to receive and process calls from customers and act as the end-to-end contact point to resolve issues. You will collaborate with a team to meet call center objectives and enhance service quality for customers.

The role includes answering roughly 100 inbound calls daily, resolving inquiries, providing quotes, establishing accounts, and supporting cross-functional teams to meet productivity and quality targets.