Customer Service Rep for Call Center

Waste Pro USA Inc.; Monroe, Northern (NC, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Waste Pro is seeking a Customer Service Representative to receive and process calls from customers, serve as the end-to-end point of contact, and resolve issues. You will collaborate with a team to meet call center objectives and enhance service to exceed customer expectations.

Responsibilities include answering approximately 100 inbound calls per day, providing quotes, establishing customer accounts, cross-selling products, and using the Tower system to update records.

Qualifications

• Ability to handle a heavy volume of calls professionally (80–120/day).
• Excellent verbal, written, and analytical skills.
• MS Office proficiency and fast typing.
• Ability to multitask and stay organized.
• Customer-focused with strong problem-solving abilities.

Responsibilities

• Answers incoming calls.
• Assists existing commercial and residential customers in resolving issues.
• Provides service quotes for new customers.
• Establishes customer accounts by documenting service type, pricing, billing, and other data.
• Cross-sell opportunities and retain customers when possible.
• Uses Tower system to gather information and update records.
• Cross-train with Operations, Sales and Billing.
• Strives to meet service and call center goals.

Skills

Strong communication

Verbal & written

MS Office

Typing speed

Customer service

Problem solving

Tools

Tower system

Job description

SUMMARY OF POSITION: The Customer Service Representative receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.

ESSENTIAL JOB FUNCTIONS:

1. Answers incoming calls.
2. Assists existing commercial and residential customers in resolving issues.
3. Provides service quotes for new customers.
4. Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. Communicates concise and accurate information.
5. Provides customer retention by providing high level customer service and offering alternatives to cancellation request.
6. Averages answering approximately 100 inbound calls per day.
7. Averages answering calls in fewer than 12 seconds.
8. Establishes understanding of customer needs, issues, and requests.
9. Identifies opportunities to cross‑sell additional products and services (Lock bars, casters, gate fees, etc.).
10. Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level.
11. 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.
12. Supports other service lines when required.
13. Uses Tower system to gather information, provides information, and/or update customer records.
14. Completes cross training with other departments to include Operations, Sales, and Billing.
15. Strives to meet or exceed service and operational goals established for the call center to include productivity, quality, and timeliness.

OTHER JOB RESPONSIBILITIES:

• Attend and participate in corporation‑sponsored training courses as assigned.
• Keep up to date on current technology, as job appropriate, being used by Waste Pro.
• Perform any additional job duties that may be assigned by the Supervisor.

WORK ENVIRONMENT: Normal setting for this job is: office setting.

CDL Required

No CDL Required

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, manage difficult or emotional customer situations and respond promptly to service.

Special Considerations/Physical Work Requirements: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, driving, etc.) most of the work day.
• Required to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing, and/or pulling of objects and materials of light weight (<25 pounds) rarely.

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.