Call Center Customer Service Representative

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

3h•$18 - $24•Hybrid

About The Position

The Customer Service Rep I – This entry level role operates within a full-service National Accounts contact center, delivering end-to-end support for a wide range of customers across diverse and complex industries. As the primary point of contact, the representative manages customer interactions across phone, chat, and email, owning service requests from intake through completion. The role requires accurate execution, timely resolution, and consistent, seamless customer experience across all channels.

Requirements

High School Diploma or GED (accredited)
1+ yr of Customer Service Experience

Nice To Haves

1 + yr Customer Service Experience in Contact Center or high volume service environment
Problem Solving and Behavioral Skills are a plus
Knowledge of customer service principles and practices within a contact center environment.
Knowledge of service request handling, issue resolution, and escalation processes.
Knowledge of CRM systems, customer information systems, and business applications (Microsoft suite of Products) used to support customer interactions.
Strong verbal and written communication skills across phone, chat, and email channels.
Ability to assess customer needs, gather information, and proactively communicate updates, expectations, and next steps.
Strong problem-solving skills with the ability to identify solutions and escalate issues appropriately.
Strong organizational and workload management skills with the ability to prioritize competing demands and meet service level agreements (SLAs).
Strong technical, typing, and documentation skills with the ability to navigate multiple business applications, research customer information, maintain accurate records, and execute service requests in real time.
Strong attention to detail and commitment to quality, accuracy, and compliance.
Demonstrated accountability and ownership for 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 to achieve customer and operational objectives.

Responsibilities

Manage customer interactions across phone, chat, and email, ensuring timely and accurate resolution from intake through completion.
Manage customer requests, including account inquiries, service scheduling, modifications, and new service setup, from intake through completion, providing updates, follow-up, and clear expectations throughout the resolution process.
Execute service requests in alignment with established processes, procedures, and guidelines.
Document all customer interactions, requests, and updates accurately within systems of record.
Coordinate with internal teams and partners to resolve service issues, ensuring appropriate follow-up and follow-through.
Identify and escalate complex or non-standard issues through established escalation paths.
Utilize internal CRM and other internal systems to access information, process requests, and maintain accurate customer records.
Maintain performance aligned with contact center standards, including quality, productivity, safety, and service level agreements (SLAs).
Perform additional job-related responsibilities as assigned.