Call Center Customer Service Representative

Waste Management, Inc. (WM)•Windsor, CT

3d•$18 - $22•Hybrid

About The Position

The Customer Service Rep I is an entry-level role in a full-service National Accounts contact center. The representative serves as a primary point of contact for customers across phone, chat, and email, managing service requests from intake through completion. The role focuses on accurate execution, timely resolution, and a consistent customer experience across channels. The position is full-time, with onsite training beginning February 8, 2027, from 8:30 a.m. to 5:00 p.m. EST, Monday through Friday. A hybrid schedule is available after 90 days. Work shifts are based on business needs; the center operates Monday through Friday from 7:00 a.m. to 8:00 p.m. EST and Saturday from 7:00 a.m. to 3:30 p.m. EST. The role is based at 1 Griffin Rd N, Windsor, Connecticut, and primarily operates in a professional office environment.

Requirements

Accredited high school diploma or GED.
At least 1 year of customer service experience.
Knowledge of customer service principles and practices in a contact center environment.
Knowledge of service request handling, issue resolution, and escalation processes.
Knowledge of CRM systems, customer information systems, and business applications, including Microsoft products.
Strong verbal and written communication skills across phone, chat, and email.
Ability to assess customer needs, gather information, and proactively communicate updates, expectations, and next steps.
Strong problem-solving skills, including the ability to identify solutions and escalate issues appropriately.
Strong organizational and workload management skills, including prioritizing competing demands and meeting service level agreements.
Strong technical, typing, and documentation skills, including navigating multiple applications, researching customer information, maintaining accurate records, and executing requests in real time.
Strong attention to detail and commitment to quality, accuracy, and compliance.
Accountability and ownership in managing customer requests through resolution and follow-through.
Ability to manage multiple customer interactions and priorities in a fast-paced, multi-channel environment while maintaining customer commitments.
Ability to coordinate effectively with cross-functional teams and adapt to changing priorities, processes, technology, and business needs.

Nice To Haves

At least 1 year of customer service experience in a contact center or high-volume service environment.

Responsibilities

Manage customer interactions across phone, chat, and email, ensuring timely and accurate resolution from intake through completion.
Handle account inquiries, service scheduling and modifications, and new service setup; provide updates, follow-up, and clear expectations throughout the resolution process.
Execute service requests in accordance with established processes, procedures, and guidelines.
Accurately document customer interactions, requests, and updates in systems of record.
Coordinate with internal teams and partners to resolve service issues and ensure appropriate follow-up.
Identify and escalate complex or non-standard issues through established escalation paths.
Use internal CRM and other systems to access information, process requests, and maintain accurate customer records.
Meet contact center standards for quality, productivity, safety, and service level agreements.
Perform additional job-related responsibilities as assigned.