Bi-lingual Customer Service Rep

Waste Pro USA•Midway, FL

1d•Onsite

About The Position

The Customer Service Representative receives and processes customer calls, serves as the end-to-end customer contact, and resolves customer issues. The representative works with a team to meet call center objectives and improve service. This role assists commercial and residential customers, provides quotes to prospective customers, establishes accounts, supports customer retention, and identifies opportunities to cross-sell products and services. It also uses the Tower system to access and update customer records, supports other service lines as needed, and completes cross-training with Operations, Sales, and Billing. The normal work setting is an office.

Requirements

Ability to handle a high volume of calls professionally and efficiently.
Excellent verbal, written, and analytical skills.
Computer proficiency in MS Office and strong typing skills.
Ability to multitask, prioritize, and plan work activities.
Ability to react well under pressure and treat others with respect.
Ability to identify and resolve problems in a timely manner.
Ability to work effectively and efficiently both independently and as part of a team.
Ability to balance team and individual responsibilities and contribute to a positive team environment.
Ability to adapt to frequent workplace changes, manage difficult or emotional customer situations, and respond promptly to service needs.
Motor coordination and finger dexterity, such as for keyboarding, for most of the workday.
Ability to exert light physical effort; tasks may rarely involve lifting, carrying, pushing, or pulling objects weighing less than 25 pounds.

Responsibilities

Answer incoming calls, averaging approximately 100 inbound calls per day and answering calls in fewer than 12 seconds on average.
Assist existing commercial and residential customers with resolving issues and provide service quotes to prospective customers.
Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information, and communicate concise, accurate information.
Retain customers by providing high-level service and offering alternatives to cancellation.
Understand customer needs, issues, and requests, and identify opportunities to cross-sell additional products and services such as lock bars, casters, and gate fees.
Work with customers and Waste Pro employees to determine service, resolve complaints, and escalate complex issues to the appropriate level.
Advocate for customers by solving problems and engaging the appropriate departments and personnel.
Support other service lines when required and complete cross-training with Operations, Sales, and Billing.
Use the Tower system to gather and provide information and update customer records.
Meet or exceed call center productivity, quality, and timeliness goals.
Attend assigned company-sponsored training and keep current with job-related technology.
Perform additional duties assigned by the Supervisor.