Customer Call Center Representative-Onsite - 2323963
October 14 2024 Training Class!
7 weeks Virtual Training!
This role is 100% ONSITE after training- This position requires the employee to live within San Joaquin County limits. We are unable to consider any candidates outside of this location
Day Shift: Monday- Friday 8:30a-5p
Bilingual in Spanish is a plus!
What is the value of a WM job?
The value of a WM job ismore than a paycheck.Its a way to create opportunities for you and your family.
We Are Stable:Our WM team is home every day, and our team membersperform essential and meaningful work.
We Are Committed to Growth:100% tuition paid for benefits eligible employees andtheir family, and established career progression.
We Are Investing in You:Amazing Medical, Dental & Vision, 401K with match, discounted stock options, dependent day care, and more!
Who are we? #WeAreWM
Ready to roll with us?Click Apply to join the Waste Management team today.I. Job Summary
As a customer service representative (CSR), you will interact with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries.The WM CSR should expect to handle 60-80 contacts a day in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries.
The WM CSR will handle a number of escalated contacts. The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success.Sales and retention are also key components of the CSR role. The WM CSR is expected to skillfully highlight the features and benefits of WM products and services to increase revenue and retain at risk customers.
II. Essential Duties and Responsibilities
Fields customer service inquiries and handles customer service transactions independently and proficiently: Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests
Uses authorized systems to gather information, provide information, and/or update customer records.Provides standard information and education regarding service options, charges, billing, and contracts.
Demonstrates ownership of the customer issue by providing one call resolution:
Makes every reasonable attempt to resolve the customers issue and exhausts all other solutions before escalating the customers query.
Serves as an advocate for customers with repeat issues by engaging the right department and people within WM.
Communicates concise and accurate information.
Listens for and identifies opportunities to cross sell additional products and services.
Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
Supports other service lines when required.
Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
Completes cross training with Operations, Sales, and Billing.
Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels.
Flexible scheduling and willingness to perform other tasks as required by delivery channel.
III.Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.A. Education and Experience
Education: High school diploma or G.E.D (accredited) required; Specialized training preferred.Experience: 1 year of previous customer service experience (in addition to education requirement) required.
B.Other Knowledge, Skills or Abilities Required
Excellent verbal, written and analytical skillsComputer skills MS Office
Typing Skills
Professional phone etiquette
Ability to multitask.
Ability to react well under pressure and 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 centers 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
IV. Work Environment
Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
The expected base pay range for this position across the U.S is $$17.50 - $23.64. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.
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.
Please apply now on the site below, or call 877.220.5627, to speak with a Waste Management recruiter today
Equal Opportunity Employer Minority/Female/Disability/Veteran