Customer Experience Advocate - High-Volume Support

Waste Pro USA Inc.; Clearwater (FL); On-site; USD 19,000 - 28,000; Full time

Job summary

Waste Pro USA Inc. in Florida is seeking a Customer Service Representative to handle high-volume inbound calls and serve as the main contact for customers. You will resolve issues, provide quotes, establish accounts, and work with Operations, Sales, and Billing to ensure satisfaction.

The role emphasizes accuracy, teamwork, and the ability to cross-sell services while meeting call center goals. The ideal candidate has strong communication skills, typing proficiency, and the capacity to stay

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 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 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 adapt and deal with frequent changes in the work environment.

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 offering alternatives to cancellation requests.
• Averages answering approximately 100 inbound calls per day.
• Averages answering calls in fewer than 12 seconds.
• Identifies customer needs, issues, and requests.
• Cross-sell opportunities for additional products and services.
• Interacts with customers and Waste Pro employees to resolve complaints and escalates complex issues.
• Serves as the customer's advocate by engaging the right department and people.
• Supports other service lines when required.
• Uses Tower system to gather information and update customer records.
• Completes cross training with Operations, Sales, and Billing.
• Strives to meet or exceed service and operational goals for the call center.

Skills

Call handling

Verbal communication

Multi-tasking

Problem solving

Adaptability

Teamwork

Typing

Time management

Tools

MS Office

Job description

Waste Pro USA Inc. in Florida is seeking a Customer Service Representative to handle high-volume inbound calls and serve as the main contact for customers. You will resolve issues, provide quotes, establish accounts, and work with Operations, Sales, and Billing to ensure satisfaction.

The role emphasizes accuracy, teamwork, and the ability to cross-sell services while meeting call center goals. The ideal candidate has strong communication skills, typing proficiency, and the capacity to stay