Waste Pro USA - Lehigh Acres, FL
posted about 2 months ago
Full-time - Entry Level
Lehigh Acres, FL
Waste Management and Remediation Services
About the position
The Customer Service Representative at Waste Pro serves as the primary point of contact for customers, handling incoming calls and resolving issues to enhance customer satisfaction. This role involves collaborating with a team to meet call center objectives and providing high-quality service to both commercial and residential 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 offering alternatives to cancellation requests.
- 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 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 and 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.
Requirements
- 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.
- 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.
Benefits
- $1500 retention bonus
