High-Volume Customer Service Specialist – Problem Solver

Waste Pro USA Inc.; Athens (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Waste Pro USA Inc. in Athens, GA is seeking a Customer Service Representative to handle inbound calls, serve as the primary contact for customers, and resolve issues while collaborating with a team to meet call center objectives.

The ideal candidate will have strong verbal and written communication, proficiency with MS Office, the ability to multitask, and a customer-first mindset to retain customers and support cross-selling of services.

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 multitask.
• Ability to react well under pressure and treat others with respect.
• Ability to identify and resolve problems in a timely manner.

Responsibilities

• Answer incoming calls.
• Assist existing commercial and residential customers in resolving issues.
• Provide service quotes for new customers.
• Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Provide customer retention by offering high level service and alternatives to cancellation.
• Average about 100 inbound calls per day and fast response times.
• Identify customer needs, issues, and requests.
• Cross-sell additional products and services.
• Interacts with customers and Waste Pro employees to resolve issues and escalate complex cases.
• Advocate for customers by coordinating with the right department.
• Support other service lines when required.
• Use Tower system to gather information and update records.
• Complete cross-training with Operations, Sales, and Billing.
• Strive to meet or exceed call center goals for productivity and quality.

Skills

Call handling

Verbal communication

Written communication

Analytical skills

Multitasking

Team collaboration

Tools

Tower system

MS Office

Job description

Waste Pro USA Inc. in Athens, GA is seeking a Customer Service Representative to handle inbound calls, serve as the primary contact for customers, and resolve issues while collaborating with a team to meet call center objectives.

The ideal candidate will have strong verbal and written communication, proficiency with MS Office, the ability to multitask, and a customer-first mindset to retain customers and support cross-selling of services.