Customer Service Representative

Waste Pro USA•Doraville, GA

27d•Onsite

About The Position

The Customer Service Representative receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.

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 to ensure exceeding the call center's standards.
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, manage difficult or emotional customer situations and respond promptly to service.

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. Communicates concise and accurate information.
Provides customer retention by providing high level customer service and offering alternatives to cancellation request.
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. (Lock bars, casters, gate fees, etc.)
Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level.
Serves as the customer's advocate by solving problems on the customer's behalf and by engaging the right department and people within Waste Pro.
Supports other service lines when required.
Uses Tower system to gather information, provides 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 to include productivity, quality, and timeliness.