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Bilingual Customer Service Representative in Houston, TX at TMD Staffing

Date Posted: 1/10/2019

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.

Essential Duties and Responsibilities

  • 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

  • High school diploma or G.E.D, and zero to two years previous experience.
  • Preferred: High school diploma or G.E.D, plus additional or specialized training, and zero to two years previous 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.
  • Bilingual in English/Spanish


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