Customer Service in Clearwater!

Waste Pro USA•Clearwater, FL

About The Position

The Customer Service Representative receives and processes customer calls, serves as the end-to-end point of contact, and resolves customer issues. The role works with a team of representatives to meet call center objectives and enhance customer service. It supports commercial and residential customers, provides service quotes to prospective customers, and establishes accounts by documenting service types, pricing, billing, and other required details. The representative handles approximately 100 inbound calls per day, with calls answered in fewer than 12 seconds on average. The role includes customer retention, identifying opportunities to cross-sell products and services, resolving or escalating complaints, and advocating for customers by coordinating with the appropriate Waste Pro departments. The representative uses the Tower system to access and update customer records, supports other service lines when required, and completes cross-training with Operations, Sales, and Billing. The position is based in an office setting. Employees attend assigned corporation-sponsored training, keep up to date on job-appropriate technology, and perform additional duties assigned by the Supervisor.

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 to meet call center standards.
Ability to balance team and individual responsibilities and help build 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.
Motor coordination and finger dexterity for tasks such as keyboarding are required for most of the workday.
Ability to exert light physical effort; occasional lifting, carrying, pushing, or pulling of objects weighing less than 25 pounds.

Responsibilities

Answer incoming calls.
Assist existing commercial and residential customers in resolving issues.
Provide service quotes for new 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 service and offering alternatives to cancellation.
Handle approximately 100 inbound calls per day and answer calls in fewer than 12 seconds on average.
Understand customer 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, resolve complaints, and escalate complex issues appropriately.
Advocate for customers by solving problems and engaging the appropriate departments and people within Waste Pro.
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.
Keep up to date on current technology appropriate to the job.
Perform additional duties assigned by the Supervisor.