Customer Care Specialist — High-Volume Support & Cross-Sell

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

Job summary

Waste Pro USA Inc. in Milton, FL seeks a Customer Service Representative to manage inbound calls, resolve issues, and act as the main contact for customers.

You will collaborate with a team to meet call center objectives and enhance service levels while exploring opportunities to offer additional Waste Pro products and services. The role emphasizes handling commercial and residential inquiries, providing service quotes, and maintaining accurate customer records.

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.
• Ability to adapt and deal with frequent changes in the work environment.
• Ability to identify and resolve problems in a timely manner
• Ability to Prioritize and plan work activities
• Ability to work efficiently and effectively, both independently and as a team to ensure exceeding the call center's standards.
• Ability to balance team and individual responsibilities and help build a positive team environment.
• Ability to react well under pressure and treat others with respect

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. (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.

Skills

Call handling

Clear communication

MS Office proficiency

Typing speed

Multitasking

Pressure management

Problem solving

Time prioritization

Teamwork

Adaptability

Tools

Tower system

Job description

Waste Pro USA Inc. in Milton, FL seeks a Customer Service Representative to manage inbound calls, resolve issues, and act as the main contact for customers.

You will collaborate with a team to meet call center objectives and enhance service levels while exploring opportunities to offer additional Waste Pro products and services. The role emphasizes handling commercial and residential inquiries, providing service quotes, and maintaining accurate customer records.