Call Center Representative

at  Interstate Waste Services

JOB DESCRIPTION

The position of Customer Service Representative is an opportunity for the right individual to join a growing customer service team. Reporting to the Customer Service Supervisor, the purpose of this position is to be the primary point of contact for existing and potential customers, as well as the liaison between other departments, including billing, operations, and sales. The right candidate will blend a sense of ownership with strong communication skills and a desire to deliver an exceptional customer experience. The position is based on a 40-hour work week and occasional weekend work is required from home.

SKILLS/EXPERIENCE REQUIREMENTS

• Bachelor’s degree or equivalent, job-related experience.
• 2+ years of professional business experience (including college internships)
• Strong technical/computer skills, including MS Office products (Excel, Word, Outlook)
• Excellent verbal and written communication skills
• Strong customer focus: ability to provide superior customer service to internal and external customers.
• Ability to work comfortably and professionally in a dynamic and collaborative environment.
• Strong organizational and time management skills, ability to prioritize multiple assignments and meet all deadlines with minimal supervision and strong attention to detail.
• Ability to work a flexible schedule, including overtime, to meet business and workgroup needs.
• Fluency in English required; bilingual Spanish or Mandarin is a plus.

• Receive and process incoming calls and emails from customers.
• Collaborate with the billing, sales, and operations teams to deliver on customer expectations.
• Identify and resolve customer service issues in a timely manner, including missed pick-ups and service-related issues.
• Provide service and pricing recommendations to new and existing customers.
• Manage difficult customer situations and respond promptly to service requests to meet customer commitments.
• Work quickly and efficiently in a fast-paced environment to process customer requests.
• Process orders in an accurate and timely manner and demonstrate excellent follow through on assignments and inquiries.
• Able to deal with frequent changes in the work environment throughout company expansion.
• Outbound dials to collect bad debt, follow up on sales leads and/or win back lost business.
• Additional duties as assigned.
  Qualifications: