[Hiring] Customer Service Call Center Representative @Waste Management, Inc. (WM)

Role Description

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. 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.

• Handle a variety of inquiries including billing and proration, service changes, cancellations, and missed service inquiries.
• Provide exceptional customer service and explain complex issues in simple terms.
• Demonstrate appropriate de-escalation techniques.
• Highlight features and benefits of WM products and services to increase revenue and retain at-risk customers.

Essential Duties and Responsibilities

• Field customer service inquiries and handle transactions independently and proficiently.
• Demonstrate appropriate active listening skills and confirm understanding of customer needs, issues, and requests.
• Use authorized systems to gather information, provide information, and/or update customer records.
• Provide standard information and education regarding service options, charges, billing, and contracts.
• Demonstrate ownership of the customer issue by providing one call resolution.
• Make every reasonable attempt to resolve the customer’s issue before escalating.
• Communicate concise and accurate information.
• Listen for and identify opportunities to cross-sell additional products and services.
• Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Support other service lines when required.
• Attempt to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Meet or exceed service and operational standards established for the call center.
• Complete cross-training with Operations, Sales, and Billing.
• Interact with WM Customers via Multi-Channel Customer Service.
• Flexible scheduling and willingness to perform other tasks as required by delivery channel.

Qualifications

• High School Diploma or GED (accredited)
• 1 year of previous customer service experience (in addition to education requirement).

Preferred Qualifications

• Specialized training

Physical Requirements

• This job primarily operates in a professional office environment.
• Routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Salary Information

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 candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.