Representative III, Customer Service

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

4h•Remote

About The Position

The Customer Service Representative III position is responsible for receiving and processing customer requests, serving as the end-to-end point of contact, and resolving customer issues. Representatives in this role work independently to address complex customer requests and issues. They also manage critical customer projects, collaborating with both internal and external contacts to ensure timely and accurate service delivery.

Requirements

High School Diploma or GED (accredited)
2 years of customer service experience and
6 months as a WM customer service representative

Responsibilities

Handles incoming calls, emails, inquiries and transactions from various segments within the book of business.
Possess a strong knowledge of internal process, understands relationships and key linkages between business units.
Collaborates with internal and external parties to coordinate service related activities and manage client projects.
Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions.
Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed.
Provides customer proactive service and education regarding service options, charges, billing, and contracts.
Documents each interaction, ensuring service, pricing and other required information are entered into the system.
Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals.
As required by management, maintains routine customer service related reports and creates reports as requested.