Customer Service Rep in Citrus!

About the Role

The Customer Service Representative receives and processes calls from customers, serves as the end-to-end point of contact, and resolves customer issues. You will collaborate with a team of representatives to meet call center objectives and enhance customer service to exceed expectations.

Responsibilities

• Answer incoming calls from commercial and residential customers.
• Assist customers in resolving issues and provide service quotes for new customers.
• Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Communicate concise and accurate information to customers.
• Provide high-level customer service to retain customers and offer alternatives to cancellation requests.
• Average 100 inbound calls per day with an answer time of fewer than 12 seconds.
• Assess customer needs, issues, and requests to identify opportunities for cross-selling additional products and services (e.g., lock bars, casters, gate fees).
• Interact with customers and Waste Pro employees to resolve complaints and escalate complex issues as needed.
• Serve as the customer’s advocate by solving problems and engaging the appropriate departments.
• Support other service lines when required.
• Use the Tower system to gather, provide, and update customer information.
• Complete cross-training with Operations, Sales, and Billing departments.
• Strive to meet or exceed call center goals for productivity, quality, and timeliness.
• Attend and participate in corporation-sponsored training courses as assigned.
• Stay up to date on current technology relevant to the role.
• Perform any additional duties assigned by a supervisor.

Work Environment

This role operates in an office setting.