Customer Service Rep in Citrus!

Waste Pro, USA; Florida; On-site; USD 32,000 - 52,000; Full time

Job summary

Waste Pro, USA is seeking a Customer Service Representative to receive and process calls, serve as the end-to-end contact for customers, and resolve issues. The role supports a team to meet call center objectives and enhance service to exceed our customers' expectations.

Responsibilities include handling a heavy volume of calls, providing quotes, establishing accounts, cross-selling products, and escalating complex issues to the appropriate department while maintaining accurate records in the

Qualifications

• Handle a high volume of inbound calls professionally and efficiently.
• Provide excellent verbal and written communication to customers.
• Proficient typing and data entry to update customer records.
• Multitask across calls, data entry, and consultative activities.
• Resolve issues using problem-solving and customer service skills.
• Demonstrate a customer-centric approach with a focus on retention.
• Work effectively in a team and collaborate with other departments.

Responsibilities

• Answers incoming calls and assists customers in resolving issues.
• Provides service quotes to new customers and sets up accounts with accurate data.
• Negotiates and documents service type, pricing, billing, and other details.
• Maintains customer records in the Tower system with up-to-date information.
• Strives to exceed call center productivity, quality, and timeliness goals.
• Identifies cross-sell opportunities for related products and services.
• Escalates complex issues to the appropriate department.
• Cross-trains with Operations, Sales, and Billing as needed.

Skills

Heavy call volume handling

Excellent verbal/written communication

Typing speed

Multi-tasking

Problem solving

Customer service orientation

Team collaboration

Tools

MS Office

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:

• Employees in this job classification must attend and participate in corporation sponsored training courses as assigned.
• Employees in this job classification are responsible for keeping up to date on current technology, as job appropriate, being used by Waste Pro .
• Any additional job duties that may be assigned by the Supervisor.

WORK ENVIRONMENT

Normal setting for this job is: office setting.

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 physical effort in tasks that involve the ability 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 handling objects less than 25 pounds- rarely;