Customer Service Representative - Fort Myers Area Job Fort Myers area,Florida USA,Customer Service/HelpDesk

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. The role 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

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 offering alternatives to cancellation requests.

Averages 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 complex issues to the appropriate level.

Serves as the customer's advocate by solving problems on the customer's behalf and 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 including 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

Attends and participates in corporation‑sponsored training courses as assigned.
Keeps up to date on current technology as job appropriate for Waste Pro.
Performs any additional job duties assigned by the Supervisor.

WORK ENVIRONMENT

Normal setting for this job is an office setting.

QUALIFICATIONS

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.

Special Considerations / Physical Work Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Required to use motor coordination with finger dexterity (keyboarding, machine operation, driving, etc.) for most of the work day.
Required to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing, and/or pulling of objects and materials of light weight handling less than 25 pounds rarely.

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