Customer Service Representative - Waste Pro - Pembroke Pines, FL

Bilingual (Spanish) role paying $20 per hour.

About the role

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.

Responsibilities

• 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 (e.g., lock bars, casters, gate fees).
• Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates 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, provide 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, including productivity, quality, and timeliness.
• Attends and participates in corporation-sponsored training courses as assigned.
• Keeps up to date on current technology, as job-appropriate, being used by Waste Pro.
• Performs any additional job duties that may be assigned by the Supervisor.

Work Environment

Normal setting for this job is an office setting.

Pay

$20 per hour.