Customer Call Center Representative
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About The Position
As a Customer Call Center Representative at WM Strategic Business Solutions (SBS) in Windsor, CT, you will play a crucial role in managing customer inquiries and providing exceptional service to our largest national customers. This position requires you to handle a high volume of inbound calls, addressing a diverse range of customer service inquiries, from scheduling service requests to resolving complex service issues. You will be expected to manage between 60 to 80 calls daily, utilizing multiple applications and resources to research and resolve customer inquiries effectively. In this fast-paced environment, you will also be responsible for handling escalated situations, requiring you to demonstrate exceptional customer service skills, effective problem-solving abilities, and the capacity to explain complex issues in simple terms. Your role will involve actively listening to customers, confirming their needs, and utilizing authorized systems to gather and provide information. You will be expected to take ownership of customer issues, striving for one-call resolution and advocating for customers with repeat issues by engaging the appropriate departments within WM. Additionally, you will be tasked with meeting or exceeding service and operational standards established for the call center, including attendance, quality, productivity, and timeliness goals. This position does not have supervisory responsibilities, but it does require a commitment to teamwork and a positive work environment. The training class for this position is set to start on September 30, 2024, and the work shifts will be based on business needs, with the center operating from 7:00 AM to 8:00 PM on weekdays and 7:00 AM to 3:30 PM on Saturdays.
