Customer Service Representative

Summary of Position

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

Essential Job Functions

• 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 requests
• 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

Other Job Responsibilities

• 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

Work Environment

Normal setting for this job is: office setting.