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Waste Pro USA · 18 hours ago

Customer Service Representative - Fort Myers Area

Fort Myers, FL

Full-time

Onsite

New Grad, Entry Level

Waste Pro USA is seeking a Customer Service Representative to join their team. The role involves receiving and processing customer calls, resolving issues, and collaborating with a team to enhance customer service and exceed expectations.

Information Technology

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

Employees in this job classification must attend and participate in corporation sponsored training courses as assigned

Employees in this job classification are responsible for keeping up to date on current technology, as job appropriate, being used by Waste Pro

Any additional job duties that may be assigned by the Supervisor

Qualification

Customer serviceCall center experienceProblem solvingCommunication skillsTeam collaboration

Required

Receives and processes calls from customers

Serves as the end-to-end point of contact for customers

Resolves customer issues

Collaborates with a team of customer service representatives

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

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

Engages 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