Customer Service Representative

Waste Management, Inc. (WM)•Oakland, CA

30d•$25 - $25•Onsite

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 telephone and email.

Requirements

High School Diploma or GED (accredited)
2 years of previous experience in customer service or call center environment handling customer requests, account or order changes and issues

Nice To Haves

1 year of experience as a WM Customer Service Representative

Responsibilities

Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).
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 may be standard or advanced.
Communicates concise and accurate information.
Establishes 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.
Listens for and identifies opportunities to cross sell additional products and services.
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 to appropriate level.
Supports other service lines when required; proficient in multiple queues / service lines.
Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, 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, Sales and Billing.
Able to perform outbound calling campaigns, as needed
Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.
Serves as a training resource for new hires and other employees requiring assistance