Customer Service Representative - Tunnel Hill, GA at Waste Pro USA in Tunnel Hill, GA

Job description

• 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

• 1. Answers incoming calls.
• 2. Assists existing commercial and residential customers in resolving issues.
• 3. Provides service quotes for new customers.
• 4. Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. Communicates concise and accurate information.
• 5. Provides customer retention by providing high level customer service and offering alternatives to cancellation request.
• 6. Averages answering approximately 100 inbound calls per day .
• 7. Averages answering calls in fewer than 12 seconds.
• 8. Establishes understanding of customer needs, issues, and requests.
• 9. Identifies opportunities to cross sell additional products and services. (Lock bars, casters, gate fees, etc.)
• 10. Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level.
• 11. 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.
• 12. Supports other service lines when required.
• 13. Uses Tower system to gather information, provides information, and/or update customer records.
• 14. Completes cross training with other departments to include Operations, Sales, and Billing.
• 15. Strives to meet or exceed service and operational goals established for the call center to include productivity, quality, and timeliness.
• * 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.

Requirements

• * Ability to handle a heavy volume of calls in a professional and efficient manner
• * Excellent verbal, written and analytical skills
• * Computer proficiency in MS Office and strong typing Skills,
• * Ability to multi task.
• * Ability to react well under pressure and treat others with respect
• * Ability to identify and resolve problems in a timely manner
• * Ability to Prioritize and plan work activities
• * Ability to work efficiently and effectively, both independently and as a team to ensure exceeding the call center's standards.
• * Ability to balance team and individual responsibilities and help build a positive team environment.
• * Ability to adapt and deal with frequent changes in the work environment, manage difficult or emotional customer situations and respond promptly to service.

Skills

Required

• Ability to multi task