[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 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

• Fields customer service inquiries and handles transactions independently and proficiently.
• Demonstrates appropriate active listening skills and 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 customer’s issue before escalating.
• 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.
• Completes cross-training with Operations, Sales, and Billing.
• 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).
• Specialized training (preferred).

Physical Requirements

• 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.

Benefits

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