Customer Service in Manatee!

About the Role

This position serves as the end-to-end point of contact for customers, resolving issues and collaborating with a team of customer service representatives to meet call center objectives and enhance customer service.

Responsibilities

• Answers incoming calls and assists existing commercial and residential customers in resolving issues.
• Provides service quotes for new customers and establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Communicates concise and accurate information to customers.
• Provides customer retention through high-level service and offers alternatives to cancellation requests.
• Averages answering approximately 100 inbound calls per day with a response time of fewer than 12 seconds.
• Establishes understanding of customer needs, issues, and requests.
• Identifies opportunities to cross-sell additional products and services (e.g., lock bars, casters, gate fees).
• Interacts with customers and Waste Pro employees to resolve complaints and escalates complex issues as needed.
• Serves as the customer's advocate by solving problems and engaging the appropriate departments.
• Supports other service lines when required.
• Uses the Tower system to gather, provide, and update customer information.
• Completes cross-training with other departments, including Operations, Sales, and Billing.
• Strives to meet or exceed service and operational goals for productivity, quality, and timeliness.
• Attends and participates in corporation-sponsored training courses as assigned.
• Keeps up to date on current technology relevant to the role.
• Performs any additional job duties assigned by the supervisor.

Work Environment

This role operates in an office setting.