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.

- 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 request.

- 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.