Customer Support Specialist

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Job description

The Corporate Customer Support Specialist receives, and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates as a team member to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations.

ESSENTIAL JOB FUNTIONS:

* Providing timely, professional, and accurate responses to customers who submit inquiries via phone, email, or chat
* Entering all correspondence and necessary information related to a case into the case management system
* Collaborating and following-up with the Waste Pro Divisions on cases that require escalation
* Managing case workload by monitoring open case queue, phone queue, and addressing cases in order in which they are received
* Conducting monthly check-in calls
* Accepting ownership for effectively solving customer issues, trouble-shooting entry-level technical issues, and keeping customer satisfaction at the core of every decision and behavior
* Identifying customer needs, clarifying information, researching every issue, and providing solutions and/or alternatives
* Building sustainable relationships and engaging customers by going the extra mile
* Demonstrating customer focus and adaptability to different personality types
* Weekly, monthly and Yearly call center reporting
* Any additional job duties that may be assigned by the Manager

Job 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 multitask.
* 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.
* Strong time management and organizational skills

OTHER JOB RESPONSIBILITIES:

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

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled