WM Cares Representative

Waste Management, Inc. (WM)

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.

Benefits

• At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability.
• As well as a Stock Purchase Plan, Company match on 401K, and more!
• Our employees also receive Paid Vacation, Holidays, and Personal Days.
• Please note that benefits may vary by site.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED