Customer Service Call Center Representative

Waste Management, Inc. (WM)•Lombard, IL

15h•Remote

About The Position

As a customer service representative (CSR), you will interact with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. This role handles a variety of inquiries including billing and proration, service changes, cancellations, and missed service inquiries. The WM CSR should expect to handle 60-80 contacts a day in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries. The WM CSR will also handle a number of escalated contacts. Consistently providing an exceptional level of customer service, briefly explaining complex issues in simple terms, and demonstrating appropriate de-escalation techniques are critical for success. Sales and retention are key components, requiring the CSR to skillfully highlight the features and benefits of WM products and services to increase revenue and retain at-risk customers.

Requirements

High School Diploma or GED (accredited)
1 year of previous customer service experience (in addition to education requirement)

Nice To Haves

Bilingual in Spanish is a plus!
specialized training

Responsibilities

Fields customer service inquiries and handles customer service transactions independently and proficiently: Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests. Uses authorized systems to gather information, provide information, and/or update customer records. Provides standard information and education regarding service options, charges, billing, and contracts.
Demonstrates ownership of the customer issue by providing one call resolution: Makes every reasonable attempt to resolve the customer’s issue and exhausts all other solutions before escalating the customer’s query. Serves as an advocate for customers with repeat issues by engaging the right department and people within WM. Communicates concise and accurate information.
Listens for and identifies opportunities to cross sell additional products and services.
Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
Supports other service lines when required.
Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
Completes cross training with Operations, Sales, and Billing.
Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels.
Flexible scheduling and willingness to perform other tasks as required by delivery channel.