Bilingual Customer Service Rep

Waste Pro USA•Ocala, FL

About The Position

The Bilingual Customer Service Rep receives and processes customer calls, serves as customers’ end-to-end point of contact, and resolves customer issues. The role works with a team of customer service representatives to meet call center objectives and improve the customer service function. The representative assists commercial and residential customers, provides service quotes to prospective customers, establishes customer accounts, and supports customer retention. The role handles approximately 100 inbound calls per day, with calls answered in fewer than 12 seconds on average. It also involves identifying customer needs, cross-selling additional products and services, resolving or escalating complaints, advocating for customers across departments, and supporting other service lines when required. The position uses the Tower system to access information and update customer records. Employees complete cross-training with Operations, Sales, and Billing, attend assigned corporate training, keep up to date with relevant technology, and perform additional duties assigned by the Supervisor. The normal work setting is an office.

Requirements

Ability to handle a heavy volume of calls professionally and efficiently.
Excellent verbal, written, and analytical skills.
Computer proficiency in MS Office and strong typing skills.
Ability to multitask.
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 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 changes in the work environment, manage difficult or emotional customer situations, and respond promptly to service needs.
Finger dexterity and motor coordination, such as for keyboarding, are required for most of the workday.
Ability to perform sedentary to light work, with rare lifting, carrying, pushing, or pulling of objects weighing less than 25 pounds.

Responsibilities

Answer incoming calls and assist existing commercial and residential customers with resolving issues.
Provide service quotes to prospective customers.
Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information; communicate concise and accurate information.
Retain customers by providing high-level customer service and offering alternatives to cancellation.
Handle approximately 100 inbound calls per day and answer calls in fewer than 12 seconds on average.
Determine customers’ needs, issues, and requests.
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 needs and resolve complaints; escalate complex issues appropriately.
Advocate for customers by solving problems on their behalf and engaging the appropriate departments and people.
Support other service lines when required.
Use the Tower system to gather and provide information and update customer records.
Complete cross-training with Operations, Sales, and Billing.
Meet or exceed call center productivity, quality, and timeliness goals.
Attend and participate in assigned corporation-sponsored training courses.
Keep up to date on current technology relevant to the job.
Perform additional duties assigned by the Supervisor.