Builders Direct Desk Agent (Remote in CO, AZ, UT or NM)

Waste Management, Inc. (WM)•West Jordan, UT

15h•Remote

About The Position

The Builder's Direct Desk Agent provides customer service for the construction department by serving as a point of contact for the customer and acting as liaison between the customer and operations. This position manages inbound calls, sells small contractors, manages all contractor service needs and provides outside sales rep support. This position is remote however the employee must reside in the Four Corners Market Area (UT, NM, CO or AZ) based on business need. WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Requirements

High School Diploma or G.E.D (accredited).
Two years of customer service experience (in addition to education requirements)

Nice To Haves

Prior experience in a high-volume call center environment.

Responsibilities

Fields incoming calls for the construction department.
Acts as lead contact for and liaison to construction customers and operations.
Works to understand customers’ needs, issues and requests.
Establishes and maintains a high level of customer satisfaction by working with customers, operations, sales and set-up departments to resolve issues including escalated and complex customer service issues.
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.
Initiates outbound calls to customers to ensure resolution of issues, customer satisfaction and to build loyalty.
Provides information and education to customers regarding service options, charges and billing questions.
Other duties as assigned.