Call Center Agent

About the role

We are seeking motivated and customer-focused Call Center Agents to be the first point of contact for our clients. As a Call Center Agent at Western Elite, you will handle inquiries related to our waste management services, assist with scheduling pickups, manage billing inquiries, and resolve any service-related concerns.

Responsibilities

• Customer Support: Answer incoming calls and emails, providing information about waste management services, including trash collection, recycling, and dumpster rentals.
• Service Scheduling: Assist customers in scheduling waste pickups, dumpster deliveries, or recycling services, ensuring their requests are processed smoothly.
• Issue Resolution: Handle customer complaints and service disruptions, providing quick, accurate resolutions or escalating the issue to the appropriate department.
• Billing and Payments: Assist customers with questions regarding billing, payments, and account updates. Process payment information as needed.
• Product/Service Knowledge: Maintain up-to-date knowledge of all Western Elite waste management services and policies to provide accurate information and promote additional services when relevant.
• CRM Management: Accurately log all customer interactions, including inquiries, complaints, and service requests, into the company's customer relationship management (CRM) system.
• Sales Support: Identify customer needs and recommend additional services, such as specialized waste disposal or recycling options, to meet customer requirements and improve their overall experience.
• Team Collaboration: Work closely with dispatch teams and field operators to ensure seamless communication and service delivery to our customers.
• Adherence to Protocols: Follow all company policies and procedures, ensuring compliance with environmental regulations and safety standards.

Qualifications and Skills

• Experience: Previous experience in a call center, customer service, or waste management industry is preferred but not required.
• Communication Skills: Strong verbal and written communication skills with the ability to engage and assist customers in a clear, friendly manner.
• Customer Service: Passionate about providing exceptional customer service, with a focus on problem-solving and exceeding customer expectations.
• Technical Proficiency: Competent with computer systems, including Microsoft Office and CRM platforms. Training on internal systems will be provided.
• Multitasking: Ability to handle multiple tasks and priorities simultaneously while maintaining attention to detail.
• Problem Solving: Strong critical thinking and problem-solving skills, able to resolve customer concerns promptly and efficiently.
• Adaptability: Flexibility to adapt to different customer situations and quickly learn new information or procedures.
• Language Skills: Bilingual proficiency (English/Spanish or other languages) is an asset but not required.

Work Environment

The schedule is Monday – Friday. The agent will also be responsible for 1 Saturday per month. Hours: 6:00am - 3:00 pm. The hours listed are subject to change based on needs.

This is a fast-paced environment where efficiency and accuracy are key.