Customer Service Call Center Representative -

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Job description

January 20, 2025 Training Class! Must attend 7 weeks Virtual Training! Remote position- Must live within 50 miles of a WM Center Site near the states of AZ, TN, TX, MS, AL, MI, PA, WI, IL, MA Day Shift: Monday- Friday, possible Saturday shift Bilingual in Spanish is a plus! I. Job Summary As a customer service representative (CSR), you will interact with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The WM CSR should expect to handle 60-80 contacts a day in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries. The WM CSR will handle a number of escalated contacts. The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success. Sales and retention are also key components of the CSR role. The WM CSR is expected to skillfully highlight the features and benefits of WM products and services to increase revenue and retain at risk customers. II. Essential Duties and Responsibilities Fields customer service inquiries and handles customer service transactions independently and proficiently: Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests Uses authorized systems to gather information, provide information, and/or update customer records. Provides standard information and education regarding service options, charges, billing, and contracts. Demonstrates ownership of the customer issue by providing one call resolution: Makes every reasonable attempt to resolve the customers issue and exhausts all other solutions before escalating the customers query. Serves as an advocate for customers with repeat issues by engaging the right department and people within WM. Communicates concise and accurate information. Listens for and identifies opportunities to cross sell additional products and services. Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. Supports other service lines when required. Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives. Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals. Completes cross training with Operations, Sales, and Billing. Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Flexible scheduling and willingness to perform other tasks as required by delivery channel. III. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience Education: High school diploma or G.E.D (accredited) required; Specialized training preferred. Experience: 1 year of previous customer service experience (in addition to education requirement) required. B. Other Knowledge, Skills or Abilities Required Excellent verbal, written and analytical skills Computer skills MS Office Typing Skills Professional phone etiquette Ability to multitask. 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 centers 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 Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner IV. Work Environment Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. The expected salary range for this position is $15.00 - $20.00. This range represents a good faith estimate for this position. The specific salary offered to a candidate may be influenced by a variety of factors including the candidates relevant experience, education, training, certifications, qualifications, and work location Benefits At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. Please apply now on the site below, or call , to speak with a Waste Management recruiter today Equal Opportunity Employer Minority/Female/Disability/Veteran

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