CSR III, Sales Support Team

Waste Management, Inc. (WM)

13h•$22 - $24•Remote

About The Position

WM Strategic Business Solutions (SBS) is responsible for managing WM's largest, most prestigious national customers, serving as a one-stop shop for large corporations. SBS offers industry-leading reporting, centralized billing & service, and pricing, providing an exceptional value proposition. With approximately 800 dedicated employees and a goal of expanding into international markets, WM SBS is transforming the industry. This role will support the Eastern Time Zone. The Customer Service Representative III position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. This role acts as a lead to other CSRs by assisting with non-routine calls that require deviation from standard screens, scripts, and procedures, and other situations that may require adaptation of response or extensive research according to customer response.

Requirements

High school diploma or GED (accredited).
2 years of customer service experience with a minimum of 12 months as a WM customer service representative (in addition to education requirement).
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period
Proficient in MS Office
Strong keyboarding skills and words per minute
Professional verbal and email communication skills
Excellent verbal, written and analytical skills
Computer skills - MS Office
Typing Skills
Professional phone and email etiquette
Ability to multi task.
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
Be punctual at work
Works efficiently and effectively, both independently and as a team to ensure exceeding call centers 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.
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.
Must live and work in the US.

Nice To Haves

May act as a lead to lower level CSRs as required by management. This may include training, coaching and providing feedback to CSRs in addition to assisting with non-routine and escalated customer calls.

Responsibilities

Handles incoming calls, emails, inquiries and transactions from various segments within the book of business.
Possess a strong knowledge of internal process, understands relationships and key linkages between business units.
Collaborates with internal and external parties to coordinate service related activities and manage client projects.
Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions.
Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed.
Provides customer proactive service and education regarding service options, charges, billing, and contracts.
Documents each interaction, ensuring service, pricing and other required information are entered into our Acorn system.
Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals.
As required by management, maintains routine customer service related reports and creates reports as requested.