Customer Service Representative - Theodore - Rangeline Road

divh2Customer Service Representative/h2pThe 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./ppEssential Job Functions:/polliAnswers incoming calls./liliAssists existing commercial and residential customers in resolving issues./liliProvides service quotes for new customers./liliEstablishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. Communicates concise and accurate information./liliProvides customer retention by providing high level customer service and offering alternatives to cancellation request./liliAverages answering approximately 100 inbound calls per day./liliAverages answering calls in fewer than 12 seconds./liliEstablishes understanding of customer needs, issues, and requests./liliIdentifies opportunities to cross sell additional products and services. (Lock bars, casters, gate fees, etc.)/liliInteracts with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level./liliServes as the customers advocate by solving problems on the customers behalf and by engaging the right department and people within Waste Pro./liliSupports other service lines when required./liliUses Tower system to gather information, provides information, and/or update customer records./liliCompletes cross training with other departments to include Operations, Sales, and Billing./liliStrives to meet or exceed service and operational goals established for the call center to include productivity, quality, and timeliness./li/olpOther Job Responsibilities:/pulliEmployees in this job classification must attend and participate in corporation sponsored training courses as assigned./liliEmployees in this job classification are responsible for keeping up to date on current technology, as job appropriate, being used by Waste Pro./liliAny additional job duties that may be assigned by the Supervisor./li/ulpWork Environment: Normal setting for this job is: office setting./p/div