Customer Service Specialist - Resolve Issues & Retain Customers

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

Job summary

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

Responsibilities include handling up to ~100 inbound calls daily, providing quotes, establishing accounts, and cross-selling products while ensuring accurate information and advocacy for customers.

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.
• Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates more complex issues.
• Serves as the customer's advocate by solving problems on the customer's behalf.
• 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 centre to include productivity, quality, and timeliness.

Job description

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

Responsibilities include handling up to ~100 inbound calls daily, providing quotes, establishing accounts, and cross-selling products while ensuring accurate information and advocacy for customers.