Waste Pro USA

Customer Service Representative - Clearwater

Clearwater, FL

full_time

About This Job

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

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Answers incoming calls.

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Assists existing commercial and residential customers in resolving issues.

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Provides service quotes for new customers.

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Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. Communicates concise and accurate information.

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Provides customer retention by providing high level customer service and offering alternatives to cancellation request.

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Averages answering approximately 100 inbound calls per day .

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Averages answering calls in fewer than 12 seconds.

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Establishes understanding of customer needs, issues, and requests.

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Identifies opportunities to cross sell additional products and services. (Lock bars, casters, gate fees, etc.)

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Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level.

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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.

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Supports other service lines when required.

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Uses Tower system to gather information, provides information, and/or update customer records.

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Completes cross training with other departments to include Operations, Sales, and Billing.

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Strives to meet or exceed service and operational goals established for the call center to include productivity, quality, and timeliness.

Other Job Responsibilities

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Employees in this job classification must attend and participate in corporation sponsored training courses as assigned.

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Employees in this job classification are responsible for keeping up to date on current technology, as job appropriate, being used by Waste Pro .

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Any additional job duties that may be assigned by the Supervisor.

WORK ENVIRONMENT

: Normal setting for this job is: office setting.

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