Customer Service Representative II (North)

Waste Management, Inc. (WM) • Phoenix, AZ

2h • $18 - $22 • Remote

About The Position

The Customer Service Representative II position receives and processes inquiries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. The role manages a high volume of inbound and outbound interactions from CE partners via multi-channels which may be a combination of platforms including phone, email, live chat, or self-service Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries.
The WM CSR II should expect to handle contacts daily 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 II will handle a number of escalated contacts. The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success.

Requirements

• Must live and work in the US.
• Consistently performing in an above average capacity in their current position, be in good standing and have worked at WM for a minimum 12 months.
• Education: High school diploma or G.E.D (accredited).
• Experience: One (1) year of previous customer service experience (in addition to education requirement).
• This is a remote work position and requires a reasonable degree of technical aptitude which will be necessary to set up and maintain the WM-assigned equipment. Other requirements associated with remote work positions include:
• High Speed Internet (Minimum 50mbs download and 10mbs upload) that maintains continuous stable internet access sufficient to run multiple WM applications simultaneously throughout scheduled work time.
• A private workspace in which the employee is able to work the entirety of their shift without interruptions or distractions .
• The ability to physically connect the computer to the modem or router
• Excellent verbal, written and analytical skills
• Proficiency in MS Office
• Strong Keyboarding Skills
• Professional phone and email communication skills
• A positive and engaged attitude
• Handle the stress of multi-tasking
• Possesses an energetic and tenacious achievement orientation.
• Utilize multiple applications (4+) on one or more screens.
• Ability to react well under pressure and treats others with respect
• Identifies and resolves problems in a timely manner
• Excellent time management skills to prioritize and plan work activities
• Focuses on solving conflicts and listening to others without interrupting
• Is consistently at work and on time
• Work efficiently and effectively, both independently and as a team to ensure exceeding contact center’s 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.
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
• Show inquisitiveness and eagerness to gain business-related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge.

Responsibilities

• Handle customer escalations that may require deviation from standard screens, scripts, and procedures
• Provides daily guidance and assistance to contact center representatives
• Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from, commercial, industrial, and/or public sector customers for assigned market area(s).
• Field customer service escalations in overflow capacity as needed for residential service inquires
• Utilizes excellent and professional written and verbal communication skills to respond to incoming requests.
• Provides education and information regarding accounts, charges, billing, and contracts that are advanced in complexity.
• Communicates concise and accurate information.
• Maintaining customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Maintains customers’ accounts by processing service change and billing requests
• Confirms understanding of customer needs, issues, and requests.
• Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within WM.
• Escalates more complex issues at the appropriate level.
• Supports other service lines when required; proficient in multiple queues / service lines.
• Adheres to service and operational standards established for the contact center, including quality, productivity, safety and timeliness goals.
• Responsibilities may include, but are not limited to system queries, report management, and liaison among internal CE partners
• Completes cross training with Operations, and Billing.
• Able to perform outbound contact campaigns, as needed
• Attempts to retain customers who contact us to cancel services by probing for cancellation reasons and offering alternatives.
• Strives to meet or exceed service and operational goals established for the call contact center, including productivity, quality, and timeliness goals.
• Serves as a training resource for new hires and other employees requiring assistance
• 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.

Benefits

• At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability.
• As well as a Stock Purchase Plan, Company match on 401K, and more!
• Our employees also receive Paid Vacation, Holidays, and Personal Days.
• Please note that benefits may vary by site.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED