Customer Service Representative

Job Description:

Job Summary:

Wastequip is seeking a Customer Service Representative (CSR) to support the Wastebuilt division within a contact center environment. This role is responsible for delivering high-quality customer support through inbound and outbound communication, while managing orders, quotes, and issue resolutions.

The CSR serves as a primary point of contact for customers, ensuring fast, accurate, and professional service while meeting defined performance standards. Success in this role requires strong communication skills, attention to detail, and the ability to perform in a metric-driven, high-volume environment.

Hourly Range: $31.00 - $33.86

Key Responsibilitie s:

Customer Communication

• Handle high-volume inbound and outbound phone calls and emails daily
• Serve as the primary contact for customer inquiries related to:
  • Sales, pricing and quotes
  • Order placement and status
  • Product support
  • Warranty claims
  • Issue resolution
• Provide clear, accurate, and professional communication at all times
• Proactively follow up with customers to ensure complete resolution of requests

Order Management & Support

• Process customer orders accurately and efficiently within ERP/CRM systems

• Maintain and update order records, including changes and scheduling adjustments
• Coordinate with internal teams (sales, operations, transportation, and accounting)
• Provide accurate freight quotes and delivery timelines

Issue Resolution

• Investigate and resolve customer issues by:
  • Reviewing prior interactions
  • Researching system data
  • Coordinating with internal departments
• Identify root causes and implement corrective actions
• Document all interactions and resolutions within Salesforce

Sales & Revenue Growth Responsibilities

• Actively identify and pursue opportunities to increase parts and service sales within existing customer accounts
• Promote additional products and services during customer interactions, including calls and email communication
• Partner with Sales Representatives to support upselling and cross-selling efforts
• Leverage product knowledge to recommend solutions that meet customer needs while driving revenue
• Follow up on open quotes and opportunities to improve conversion rates
• Maintain awareness of customer buying patterns and proactively engage to grow account volume

Quoting & Sales Support

• Develop and deliver timely and accurate quotations aligned with sales strategy
• Partner with Sales Representatives to support customer opportunities
• Assist in managing customer accounts, including credit holds and account status

Contact Center Performance Expectations:

Call Handling & Availability

• Manage both inbound and outbound call volume
• Maintain a minimum 90% First Pass Resolution Rate
• Be logged into the phone system a minimum of 32 hours per week, adjusted for breaks and approved activities
• Maintain consistent phone availability during scheduled shifts

Email & Response Time Standards

• Respond to all customer emails and electronic inquiries within 2 hours or less during business hours
• Ensure responses are accurate, complete, and professional
• Actively manage shared inboxes to meet response time expectations

Performance Metrics (KPIs)

• First Pass Answer Rate: ≥ 90%

• Phone System Availability: ≥ 32 hours/week
• Email Response Time: ≤ 2 hours
• Order & Quote Accuracy: High level of precision with minimal errors
• Customer Satisfaction: Based on feedback and service quality
• Documentation Compliance: All interactions recorded in Salesforce

Work Environment Expectations

• Operate in a structured, metric-driven contact center
• Manage simultaneous phone and email workloads efficiently
• Maintain productivity in a high-volume environment
• Collaborate effectively with cross-functional teams
• Demonstrate accountability for individual and team performance

Requirements:

Education & Experience

• High school diploma or equivalent required
• Associate degree preferred
• 2-3 years of customer service or inside sales experience strongly preferred
• Experience in a call center or high-volume support environment preferred
• Experience with ERP systems and CRM platforms (Salesforce preferred)

Skills & Abilities

• Strong verbal and written communication skills
• Ability to manage multiple tasks in a fast-paced environment
• High attention to detail and accuracy
• Strong problem-solving and critical thinking skills
• Proficiency with Microsoft Office and computer systems
• Ability to perform basic math calculations
• Ability to work independently and within a team

Additional Expectations

• Ability to work in a shared office/contact center environment
• Must be fluent in English (Spanish is a plus)

Preferred Experience

• Background in waste, trucking, or heavy equipment industries
• Experience supporting parts and service operations

Core Behaviors

• Detail Oriented - Ensures accuracy in all work
• Customer Focused - Dedicated to delivering excellent service
• Accountable - Meets performance standards consistently

Team Player - Works collaboratively across departments

Company Benefits:

• 2 Medical Plan Options - Base HSA (High Deductible) and Buy-Up

Medical Plans

• Prescription (Rx) Insurance

• Health Savings Account (HSA)

• 2 Dental Plan Options - Base Dental and Buy-Up Dental Plans

• Vision Insurance

• Flexible Spending Accounts (FSA's)

• Health Care FSA

• Dependent Care FSA

• Company Paid Base Life Insurance

• Company Paid Accident, Death & Dismemberment Insurance

• Company Paid Business Travel Accident Insurance

• Company Paid Disability Insurance

• Short-Term Disability (STD) and Base Long-Term Disability (LTD)

Insurance

• Employee Assistance Program (EAP)

• Voluntary Hospital, Accident & Critical Illness (Cancer) Insurance

• 401(K) Retirement Plan with 50% Company Match

• Voluntary Pet Insurance

• Vacation and Personal/Sick Time

• Paid Grandparent Leave

• Paid Bonding Leave

• Adoption Assistance

• Education Assistance (Tuition Reimbursement)

About Wastequip

Wastequip got its start in 1989 with containers and compactors. But, today, we have evolved into so much more than just a manufacturer of high-quality steel containers and compactors. We are the waste industry's only All-in-One solutions provider - from carts and containers to collect waste to hoists and trash trucks to move the waste to parts, service and technology to keep your operation running smoothly.

While we're proud to be North America's leading manufacturer of waste handling equipment, we are equally proud to be a driving force for enhanced sustainability across the waste industry. We are consistently striving to improve our own operations while making it easier for our customers to do the right thing - building a brighter future for all.