Job Description

Position : Call Center Agent
Location : Nellis location

Employment Type : Full-time

Reports to : Call Center Manager

About Western Elite:

Western Elite is a premier leader in waste management services providing efficient and sustainable waste solutions to our clients. As a company committed to excellence, we pride ourselves on our customer service and the positive impact we have on the communities we serve.

Position Overview:

We are seeking motivated and customer-focused Call Center Agents to be the first point of contact for our clients. As a Call Center Agent at Western Elite, you will handle inquiries related to our waste management services, assist with scheduling pickups, manage billing inquiries, and resolve any service-related concerns. The ideal candidate is a problem-solver with a passion for delivering outstanding customer service in a fast-paced, solution-oriented environment.

Key Responsibilities:

• Customer Support : Answer incoming calls and emails, providing information about waste management services, including trash collection, recycling, and dumpster rentals.
• Service Scheduling : Assist customers in scheduling waste pickups, dumpster deliveries, or recycling services, ensuring their requests are processed smoothly.
• Issue Resolution : Handle customer complaints and service disruptions, providing quick, accurate resolutions or escalating the issue to the appropriate department.
• Billing and Payments : Assist customers with questions regarding billing, payments, and account updates. Process payment information as needed.
• Product/Service Knowledge : Maintain up-to-date knowledge of all Western Elite waste management services and policies to provide accurate information and promote additional services when relevant.
• CRM Management : Accurately log all customer interactions, including inquiries, complaints, and service requests, into the company's customer relationship management (CRM) system.
• Sales Support : Identify customer needs and recommend additional services, such as specialized waste disposal or recycling options, to meet customer requirements and improve their overall experience.
• Team Collaboration : Work closely with dispatch teams and field operators to ensure seamless communication and service delivery to our customers.
• Adherence to Protocols : Follow all company policies and procedures, ensuring compliance with environmental regulations and safety standards.

Qualifications and Skills:

• Experience : Previous experience in a call center, customer service, or waste management industry is preferred but not required.
• Communication Skills : Strong verbal and written communication skills with the ability to engage and assist customers in a clear, friendly manner.
• Customer Service : Passionate about providing exceptional customer service, with a focus on problem-solving and exceeding customer expectations.
• Technical Proficiency : Competent with computer systems, including Microsoft Office and CRM platforms. Training on internal systems will be provided.
• Multitasking : Ability to handle multiple tasks and priorities simultaneously while maintaining attention to detail.
• Problem Solving : Strong critical thinking and problem-solving skills, able to resolve customer concerns promptly and efficiently.
• Adaptability : Flexibility to adapt to different customer situations and quickly learn new information or procedures.
• Language Skills : Bilingual proficiency (English/Spanish or other languages) is an asset but not required.

Work Environment:

• Schedule : Monday – Friday. The agent will also be responsible for 1 Saturday per month. Hours- 7:30am - 4:00 pm. The hours listed are subject to change based on needs.
• Fast-Paced Environment : Work in a dynamic, high-volume call center, where efficiency and accuracy are key.

WE are Ready when you are!!!!

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