WM Cares Representative

The WM Cares CSR position receives and processes escalated and Corporate contacts from customers across the enterprise from all channels which include: phone calls from customers, forwarded calls, Better Business Bureau complaints, Social Media, Email, etc. Touch points with the call centers across the enterprise to ensure customer resolution, root cause analysis and proper handling of the customer escalations.

They will be empowered to follow a process for customer resolution calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues.

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 single or multiple-market customer service inquiries and transactions of a mid to high level of complexity from residential, commercial or industrial customers independently and proficiently:
• Quickly research the customers history to speak to any given situation
• Communicates concise and accurate information.
• Confirms understanding of customer needs, issues, and requests; includes quick resolution skills
• Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within Waste Management.
• Supports all service lines as required by the customer situation.
• Uses authorized system to gather information, provide information, and/or update customer records.
• Provides standard and sometimes more advanced information and education regarding pricing, service options, charges, billing, and contracts.
• Adheres to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals.
• Completes cross training with Operations, Sales and Billing.
• Performs outbound calling when required.
• Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups, and other customer-related issues.
• Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.
• As required by management, maintains routine customer service related reports and creates reports as requested.

This job has no direct supervisory duties.  This position does not have hiring/ firing or employee disciplinary authority.

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Education and Experience

Education: High School Diploma or GED (accredited).

Experience: Two years of prior work experience at a direct call center.

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

• Ability to work in and/or back-up all incoming call
• Ability to cross train and develop Lead CSR skills
• Excellent verbal, written and analytical skills
• Computer skills, MS Office
• Typing Skills
• Professional phone etiquette
• Ability to multi task
• Ability to react well under pressure
• 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.

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.

Normal setting for this job is: Remote; must be within 50 miles of a CE location

The expected starting pay range for this position across the U.S. is $19.76- 24.71/hr. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s 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.

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

Salary : $20 - $25