As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary
As a customer service representative (CSR), you will take inbound customer service calls related to a wide variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The WM CSR should expect to handle 60-80 calls 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 calls. 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
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• 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 customer’s issue and exhausts all other solutions before escalating the customer’s 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.

III. Supervisory Responsibilities
This job has no supervisory duties.

IV. 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).
• Experience: One (1) year of previous customer service experience (in addition to education requirement).

B. Remote Work Requirements

This is a remote work position and requires a reasonable degree of technical aptitude which will be necessary to set up and maintain the WM-assigned equipment. 

Other requirements associated with remote work positions include:

• High Speed Internet (Minimum 50mbs download and 10mbs upload)
• A private workspace in which the employee is able to work the entirety of their shift without interruptions or distractions
• The ability to physically connect the computer to the modem or router

C. Certificates, Licenses, Registrations or Other Requirements

None required.

D. 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 center’s 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

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day.
• Required to exert physical effort in handling objects less than 30 pounds rarely.
• Normal setting for this job is: office setting.

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.

If this sounds like the opportunity that you have been looking for, please click “Apply.”

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