Customer Service Representative II

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

 

I. Job Summary
The Customer Service Representative II position receives and processes inquiries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. The role manages a high volume of inbound and outbound interactions from CE partners via telephone and email.  

II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other minor duties may be assigned.  

• Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).
• Utilizes excellent and professional written and verbal communication skills to respond to incoming requests. Provides education and information regarding accounts, charges, billing, and contracts that may be standard or advanced.  
• Communicates concise and accurate information.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Maintains customers’ accounts by processing service change and billing requests.
• Confirms understanding of customer needs, issues, and requests.
• Listens for and identifies opportunities to cross sell additional products and services.
• Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within WM.
• Escalates more complex issues to appropriate level.
• Supports other service lines when required; proficient in multiple queues/service lines.
• Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.
• Responsibilities may include, but are not limited to system queries, report management, and liaison among internal CE partners. 
• Completes cross training with Operations, Sales and Billing.
• Able to perform outbound calling campaigns, as needed.
• 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.
• Serves as a training resource for new hires and other employees requiring assistance.

III. Supervisory Responsibilities

• This job has no supervisory duties.

IV. 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) 
• Experience: Two (2) years previous experience in customer service or call center environment handling customer requests, account or order changes and issues.
  • Preferred: One (1) or more years of experience as a WM Customer Service Representative 

B. Certificates, Licenses, Registrations or Other Requirements

• Excellent verbal, written and analytical skills
• Proficiency in MS Office
• Strong Keyboarding Skills
• Professional phone and email communication skills
• A positive and engaged attitude
• Handle the stress of multi-tasking
• Possesses an energetic and tenacious achievement orientation
• Utilize multiple applications (4+) on one or more screens
• Ability to react well under pressure and treats others with 
• Identifies and resolves problems in a timely manner
• Excellent time management skills to prioritize and plan 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
• Show inquisitiveness and eagerness to gain business-rel