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 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 exceed customer expectations through effective communication and problem-solving.

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.
• Problem-solving skills to address customer issues and concerns.
• Basic knowledge of customer service principles and practices.
• Familiarity with call center operations and metrics.

Nice-to-haves

• Experience in a customer service role, preferably in a call center environment.
• Knowledge of Waste Pro services and products.
• Ability to cross-sell products and services effectively.