Bi-lingual Customer Service Rep

Waste Pro•Midway, FL

About The Position

The Bilingual Customer Service Representative serves as the end-to-end point of contact for customers, answering and processing incoming calls, resolving customer issues, and collaborating with a team to meet call center objectives and exceed customer expectations. The representative assists commercial and residential customers, provides service quotes to prospective customers, establishes accounts, and works to retain customers by delivering high-quality service and offering alternatives to cancellation. The role involves handling approximately 100 inbound calls per day and answering calls in fewer than 12 seconds on average. Representatives use the Tower system to gather and provide information and update customer records. They may support other service lines and complete cross-training with Operations, Sales, and Billing. The normal work setting is an office. Employees must attend assigned company training, keep current with relevant technology, and perform additional duties assigned by a supervisor.

Requirements

Ability to handle a high volume of calls professionally and efficiently.
Excellent verbal, written, and analytical skills.
Computer proficiency in Microsoft 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 both independently and as part of a team to exceed call center standards.
Ability to balance team and individual responsibilities and help build a positive team environment.
Ability to adapt to frequent changes, manage difficult or emotional customer situations, and respond promptly to service needs.
Finger dexterity and motor coordination, such as for keyboarding or machine operation, are required for most of the workday.
Ability to exert light physical effort in sedentary-to-light work; occasional 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 requests.
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 needs, resolve complaints, and escalate complex issues appropriately.
Advocate for customers by solving problems on their behalf and engaging the appropriate departments and employees.
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 company-sponsored training, keep up to date on relevant technology, and perform other duties assigned by a supervisor.