High-Volume Customer Support Specialist & Advocate

Waste-Pro; Clearwater (FL); On-site; USD 21,000 - 30,000; Full time

Job summary

Waste Pro is seeking a Customer Service Representative in Florida to handle a high volume of inbound calls and resolve customer issues from residential and commercial accounts.

You will collaborate with a team to meet call center goals, provide quotes, set up service accounts, and identify cross-sell opportunities while maintaining excellent service standards. Normal office setting and equal opportunity employer.

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

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 the more complex issues to the appropriate level.
• 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.
• 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 center to include productivity, quality, and timeliness.

Skills

Heavy call volume

Verbal skills

Written skills

Analytical skills

MS Office

Typing skills

Multi-tasking

Under pressure

Respectful interaction

Problem solving

Prioritization

Planning

Teamwork

Independence

Team environment

Adaptability

Job description

Waste Pro is seeking a Customer Service Representative in Florida to handle a high volume of inbound calls and resolve customer issues from residential and commercial accounts.

You will collaborate with a team to meet call center goals, provide quotes, set up service accounts, and identify cross-sell opportunities while maintaining excellent service standards. Normal office setting and equal opportunity employer.