Customer Service in Pasco!

About the Role

The Customer Service Representative serves as the primary point of contact for customers, handling inbound calls to resolve issues, provide service quotes, and establish new customer accounts. This role collaborates with a team to meet call center objectives and enhance customer service.

Responsibilities

• Answers incoming calls from commercial and residential customers.
• Resolves customer issues and provides high-level service to retain customers.
• Provides service quotes for new customers and establishes accounts by documenting service type, pricing, billing, and other required information.
• Communicates accurate and concise information to customers.
• Offers alternatives to cancellation requests to retain customers.
• Averages answering approximately 100 inbound calls per day with a response time of fewer than 12 seconds.
• Identifies 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 Operations, Sales, and Billing departments.
• Strives to meet or exceed call center goals for productivity, quality, and timeliness.
• Attends and participates in corporation-sponsored training courses as assigned.
• Stays up to date on current technology relevant to the role.
• Performs additional job duties as assigned by a supervisor.

Work Environment

This role operates in an office setting.