WM Cares Representative

Waste Management, Inc. (WM)•Sandy Springs, GA

1d•$20 - $25•Remote

About The Position

The WM Cares CSR position receives and processes escalated and Corporate contacts from customers across the enterprise from all channels which include: phone calls from customers, forwarded calls, Better Business Bureau complaints, Social Media, Email, etc. Touch points with the call centers across the enterprise to ensure customer resolution, root cause analysis and proper handling of the customer escalations. They will be empowered to follow a process for customer resolution calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of Customer Service Representatives (CSR) to meet overall call center objectives and enhance the customer service function to exceed all customers expectations. Preference to hire from within the current WM CE Team

Requirements

Must live and work in the US.
Education: High School Diploma or GED (accredited).
Experience: Two years of prior work experience at a direct call center.
Ability to work in and/or back-up all incoming call
Ability to cross train and develop Lead CSR skills
Excellent verbal, written and analytical skills
Computer skills, MS Office
Typing Skills
Professional phone etiquette
Ability to multi task
Ability to react well under pressure
Treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans 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 call 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.

Responsibilities

Fields single or multiple-market customer service inquiries and transactions of a mid to high level of complexity from residential, commercial or industrial customers independently and proficiently:
Quickly research the customers history to speak to any given situation
Communicates concise and accurate information.
Confirms understanding of customer needs, issues, and requests; includes quick resolution skills
Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within Waste Management.
Supports all service lines as required by the customer situation.
Uses authorized system to gather information, provide information, and/or update customer records.
Provides standard and sometimes more advanced information and education regarding pricing, service options, charges, billing, and contracts.
Adheres to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals.
Completes cross training with Operations, Sales and Billing.
Performs outbound calling when required.
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.
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.
As required by management, maintains routine customer service related reports and creates reports as requested.