[Hiring] Corporate Services Specialist @Waste Management, Inc. (WM)

Role Description

The primary objective of the Specialist, Corporate Services is to support the execution of WM's National Account program by providing consistent, high-quality customer experience support across the assigned book of business. The CSS functions in the Customer Experience team as the support point for the book of business, serving as a Customer Experience liaison and maintaining connectivity to the sales experience through constant communication and partnership with the sales team, including the NAM and PM. This role serves as a customer advocate and internal liaison, documenting interactions, coordinating follow-up, and supporting program initiatives that strengthen service delivery, customer satisfaction, and connectivity across the WM network.

Qualifications

• Must live and work in the US.
• Bachelor's Degree (accredited) in relationship management, sales, marketing, business administration or in lieu of degree.
• High School Diploma or GED (accredited) and 4 years of relevant work experience.
• 1 year of relevant work experience (in addition to education requirement).

Requirements

• Assist the NAM (National Account Manager) and Project Managers (PM) in the execution of new program initiatives including right sizing, renewals, growth, acquisitions, mergers, trips and void review and the addition of new services such as compact monitors.
• Attend all appropriate QBRs with PM and provide necessary data and feedback.
• Attend all appropriate meetings with NAM and PM to maintain connectivity to sales organization.
• Work any necessary projects for support as related to the Book of Business.
• Manage and service concurrent customer interactions from inbound emails or tasks, and take all appropriate follow-up actions through email or outbound calls to ensure consistent, high-quality support.
• Work cross-functionally with PM to ensure satisfaction of the customer.
• Act as a local location client and vendor resource to escalate and address operational level activities including reporting, escalations, set-up, and service requests.
• Request quotes (as needed): Services, Equipment and Damage Claims.
• Work closely with PM, as a liaison between WMSBS and our field organization to support our customers.
• Serve as the customer’s advocate by documenting interactions appropriately in Salesforce and resolving problems on the customer’s behalf by engaging the appropriate departments, people, and established WM procedures.
• Partner with internal support teams to resolve issues and escalate exceptions appropriately using defined escalation paths.
• Ensure we are meeting our service obligations by reducing and eliminating stop service, missed pick-ups and any proactive measures to ensure the accurate delivery of client bills.
• Prepare and support the collection of materials for client forums.
• Execute client-specific reporting Waste Volume such as Tonnage, Rebates, Contamination and assist with the completion of a quarterly scorecard and attend all appropriate QBRs.
• Set up new client users and provide customer training on the E-business portal.
• Based on segment requirements, study and become a local resource on WM’s integrated services offered: solid, special, hazardous, universal, medical, recycling (traditional and non-traditional) beneficial reuse, Lamptracker, etc.
• Monitor news associated with local facilities to proactively address customer needs.

Benefits

• Competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability.
• Stock purchase plan.
• Company matching on a 401(k).
• Paid vacation, holidays, and personal days.
• Benefits may vary by site.