Customer Service Representative

Job Summary

Wastequip is seeking a Customer Service Representative (CSR) to support the Waste built 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

• 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

• 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

• Investigate and resolve customer issues by reviewing prior interactions, researching system data, coordinating with internal departments, identifying root causes, and implementing corrective actions
• Document all interactions and resolutions within Salesforce

• 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

• 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

• 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

• 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

• 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

• All interactions recorded in Salesforce

• 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

• 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)

• Strong verbal and written communication skills
• Ability to manage multiple tasks in a fast-paced environment
• High…