Customer Service Representative - Milton

Waste Pro USA - Milton, FL

Full-time - Entry Level

Milton, FL

Waste Management and Remediation Services

About the position

The Customer Service Representative at Waste Pro plays a crucial role in ensuring customer satisfaction by serving as the primary point of contact for customers. This position involves receiving and processing calls from both commercial and residential customers, addressing their inquiries, and resolving any issues they may encounter. The representative is expected to collaborate effectively with a team of customer service professionals to meet the overall objectives of the call center, which includes enhancing the customer service function to exceed customer expectations. In this role, the representative will handle a high volume of calls, averaging around 100 inbound calls per day, and is expected to answer calls in fewer than 12 seconds. The representative will assist customers in establishing accounts, providing service quotes, and negotiating service types and pricing. A significant aspect of the job is to retain customers by delivering exceptional service and offering alternatives to cancellation requests. The representative will also identify opportunities to cross-sell additional products and services, ensuring that customer needs are met effectively. The representative will interact with both customers and Waste Pro employees to determine service needs, resolve complaints, and escalate complex issues as necessary. Utilizing the Tower system, the representative will gather and update customer information, ensuring accurate records are maintained. Additionally, the role requires cross-training with other departments, including Operations, Sales, and Billing, to support a comprehensive service approach. The representative will strive to meet or exceed established service and operational goals, contributing to the overall success of the call center.

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 high-level customer service and 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 to the appropriate level.
• Serves as the customer's advocate by solving problems on the customer's behalf and engaging the right department and people within Waste Pro.
• Supports other service lines when required.
• Uses Tower system to gather information, provide 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.

Requirements

• Strong communication skills to effectively interact with customers and team members.
• Ability to handle a high volume of calls efficiently and professionally.
• Experience in customer service or a related field is preferred.
• Proficiency in using customer service software and systems, such as the Tower system.
• Ability to negotiate and document service agreements accurately.

Nice-to-haves

• Experience in the energy, utilities, or environmental industries.
• Familiarity with cross-selling techniques and customer retention strategies.