Customer Support Agent

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

3h•Onsite

About The Position

The Premier Customer Support Agent provides customer service for the sales department by serving as a point of contact for the customer and acting as liaison between the customer and operations. This position manages inbound calls, processes customer new service requests, assists with all service needs and provides outside sales rep support.

Requirements

High School Diploma (accredited) or GED (accredited) or High School Equivalency (accredited)
2 years relevant work experience required (in addition to education requirements)

Responsibilities

Fields incoming calls of mid-level complexity for the sales department independently and proficiently.
Acts as contact for and liaison to roll-off premier customers and operations.
Strives to meet or exceed service and operational goals established for productivity, quality, and timeliness
Works to understand customers’ needs, issues and requests.
Establishes and maintains a high level of customer satisfaction by working with customers, operations, sales and set-up departments to resolve issues including escalated and complex customer service issues.
Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups and other customer-related issues.
Initiates outbound calls to customers to ensure resolution of issues, customer satisfaction and to build loyalty.
Provides information and education to customers regarding service options, charges and billing questions.
Other duties as assigned.