Customer Service Rep

Waste Pro•Concord, NC

13d•Onsite

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 customer service representatives to meet call center objectives and improve customer service. It serves commercial and residential customers, provides service quotes, establishes and maintains customer accounts, and supports customer retention by offering alternatives to cancellation. The representative handles approximately 100 inbound calls per day and aims to answer calls in fewer than 12 seconds. The position uses the Tower system to gather and provide information and update customer records. It also involves cross-selling relevant products and services, coordinating with Waste Pro employees and other departments to resolve customer needs, escalating complex issues, and supporting other service lines when required. Employees attend assigned company training, keep up to date with job-related 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 to meet or exceed call center standards.
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.
Motor coordination and finger dexterity, such as for keyboarding, required for most of the workday.
Light physical effort may be required; rarely involves lifting, carrying, pushing, or pulling objects weighing less than 25 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

Answer incoming calls and assist 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 information accurately and concisely.
Support customer retention through high-quality service and alternatives to cancellation requests.
Handle approximately 100 inbound calls per day and answer calls in fewer than 12 seconds, on average.
Understand 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 to the appropriate level.
Advocate for customers by solving problems on their behalf 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.
Strive to 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 used in the job, as appropriate.
Perform additional duties assigned by the Supervisor.