Customer Service Representative - Milton

Waste Pro USA; Milton, Northern (FL, KY); Hybrid; USD 19,000 - 28,000; Full time

Job summary

Waste Pro of Florida is seeking a Customer Service Representative in Milton, FL. The role handles approximately 100 inbound calls daily, resolving issues and providing service quotes to new customers.

You will establish accounts, communicate pricing, and aim to retain customers by offering alternatives to cancellations. You will work with a team to meet call center goals, learn multiple departments, and use the Tower system to maintain accurate 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 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 independently and as part of a team.

Responsibilities

• Answers incoming calls.
• Assists existing commercial and residential customers in resolving issues.
• Provides service quotes for new customers.
• Establishes customer accounts with pricing, billing, and service details.
• Provides customer retention by offering alternatives to cancellation.
• Averages about 100 inbound calls per day.
• Averages fewer than 12 seconds per call.
• Understands customer needs and requests.
• Identifies opportunities to cross-sell products and services.
• Interacts with customers and Waste Pro staff to resolve issues and escalate when needed.
• Acts as customer advocate and coordinates with relevant departments.
• Supports other service lines when required.
• Uses Tower system to gather information and update records.
• Completes cross-training with Operations, Sales, and Billing.
• Aims to meet/exceed call center goals for productivity and quality.

Skills

Heavy call volume

Excellent communication

MS Office

Typing skills

Multi-tasking

Problem solving

Team collaboration

Adaptability

Tools

Tower system

Job description

Customer Service Representative - Milton

#30508

Milton, Florida, United States

Waste Pro of Florida

Summary

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.

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 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;

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.

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