Customer Service Representative, Specialized Services

Waste Management, Inc. (WM)•Fort Myers, FL

1d•Onsite

About The Position

Customer Service Representative needed in office at our Vero Beach Hauling Locations Office Hours: Monday - Friday 7:30am - 5:00pm Saturday 7:30am - 1:00pm rotating Saturdays I. Job Summary The Customer Service Representative, Specialized Services position receives and processes calls and emails from At Your Door (AYD) participants and serves as the point of contact for these customers. The CSR is responsible for communicating program guidelines and scheduling pickup services for eligible participants. They are responsible for working with customers to creatively solve problems and resolve any identified customer service issues. The CSR is expected to collaborate with their team of CSRs to meet overall call center objectives and enhance the customer experience while working to exceed all customer's expectations. Additionally, the CSR will play a role in the packaging and mailing of "kits" to participants once they have been scheduled for household waste pickup.

Requirements

High School Diploma or GED (accredited)
3 years relevant work experience in a customer service or call center environment handling customer requests, account or order changes and issues (in addition to education requirement).

Responsibilities

Respond to inquiries received through phone and email with participants/customers about the AYD Service and work with participants to schedule a pick-up of approved household waste.
Communicates concise and accurate information.
Uses authorized system to gather information, provide information, and/or update customer records.
As required by management, maintains and produces reports as requested.
Confirms understanding of customer needs, issues, and requests.
Organizes, creates and mails participant kits to be mailed to home prior to pick-up date(s).
Performs outbound call campaigns as needed or necessary.