Customer Service Representative - Milton

$33,000 - $45,000/Yr

Waste Pro USA - Milton, FL

Full-time

Milton, FL

Waste Management and Remediation Services

About the position

The Customer Service Representative at WastePro USA is responsible for managing customer interactions, resolving issues, and providing high-quality service to both commercial and residential customers. This role serves as the primary point of contact for customers, ensuring their needs are met and expectations exceeded while collaborating with a team to achieve call center objectives.

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 their 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

• 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.