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Bilingual Customer Service Rep in Houston, TX at TMD Staffing

Date Posted: 9/6/2018

Job Snapshot

Job Description


The Customer Service Rep position 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 customer expectations.


To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned.



Fields single-market customer service inquiries and transactions of low level complexity from a single line of business' (residential, commercial or industrial) customers independently and proficiently:



 



Customer Service Rep will be dispatching approximately 20 drivers on daily bases, assisting them as they come in.





  • Communicates concise and accurate information.




  • Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.




  • Confirms understanding of customer needs, issues, and requests.




  • Listens for and identifies opportunities to cross sell additional products and services.




  • Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within Nexus Disposal.




  • Supports other service lines when required.




  • Escalates more complex issues to appropriate level.


     


    Uses authorized system to gather information, provide information, and/or update customer records.







  • Provides standard information and education regarding service options, charges, billing, and contracts.


     


    Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.


     


    Completes cross training with Operations, Sales and Billing.


     


    Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.


     


    Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.




Job Requirements

Bilingual (English/Spanish)


HS Diploma or GED


2 years minimum experience



Excellent verbal, written and analytical skills



·  Computer skills - MS Office



·  Typing Skills



·  Professional phone etiquette



·  Ability to multi task.



·  Ability to react well under pressure and treats others with respect



·  Identifies and resolves problems in a timely manner



·  Prioritizes and plans work activities



·  Focuses on solving conflicts and listening to others without interrupting



·  Is consistently at work and on time



·  Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.



·  Balances team and individual responsibilities and helps build a positive team spirit



·  Adapts and able to deal with frequent changes in the work environment



·  Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.


·  Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.