Job Description

The Corporate Customer Service Administrator serves as a primary point of contact for Waste Pro residential and commercial customers and supports company-wide customer service operations. This position is responsible for responding to customer inquiries, resolving service concerns, maintaining accurate customer account information, and coordinating with Operations, Dispatch, Billing, Sales, and other departments to ensure exceptional customer service. This role contributes to customer retention, operational efficiency, and the consistent delivery of professional service across all communication channels.

ESSENTIAL JOB FUNCTIONS:

• Handle inbound customer calls and assign outbound follow-up communications in a professional, courteous, and timely manner.
• Assist customers with service requests, billing inquiries, new service setup, service modifications, and cancellations.
• Provide accurate information regarding services, schedules, pricing, policies, and company procedures.
• Establish, update, and maintain customer accounts.
• Investigate customer concerns and coordinate resolutions with Operations, Dispatch, Billing, Sales, or other departments.
• Work proactively to retain customers and identify solutions.

OTHER JOB RESPONSIBILITIES:

• Attend company-sponsored training programs.
• Maintain proficiency with technology and systems as job appropriate, being used by Waste Pro USA.
• Perform additional duties as assigned by the Supervisor.

REQUIRED QUALIFICATIONS AND SKILLS:

• Strong verbal and written communication, active listening, sound judgment, and customer problem-solving skills.
• Ability to manage a high volume of interactions, prioritize competing requests, and remain composed.
• Ability to use Microsoft Office products, customer account systems, and the ability to learn new technology.
• Accuracy in data entry, documentation, and handling confidential customer or payment information.
• Ability to work independently and collaboratively across teams, adapt to changing priorities, and maintain professionalism.

PERFORMANCE AND SERVICE EXPECTATIONS:

• Meet established performance expectations for attendance, schedule adherence, call availability, productivity, response timeliness, quality, and accurate documentation.
• Contribute team goals for answered calls, low abandoned-call rates, resolution quality, and customer satisfaction; balance efficient call handling with effective customer care.
• Use work-offline, after-call work, and other system statuses only as appropriate for assigned duties; communicate service delays or capacity concerns to leadership.

Qualifications

EDUCATION AND EXPERIENCE

• High School Diploma or GED required; Associate Degree preferred.
• Minimum two years customer service or administrative experience.
• Proficiency with Microsoft Office applications.

SPECIAL CONSIDERATIONS/PHYSICAL WORK REQUIREMENTS:

Work is generally performed in an office or approved workstation environment and involves extended periods of computer and telephone use, frequent keyboarding, and prolonged sitting. Occasional light lifting of materials up to 25 pounds may be required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

WORK ENVIRONMENT

Normal setting for this job is an office environment