CSR III, Sales Support Team

WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately ~800 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.

Grow your career! Grow your network! Grow with WM! 
If you bring the passion for customer service, we will give you a fun and engaging work environment, a great compensation and benefits package, and opportunities to grow with our organization. Waste Management is looking for goal oriented, Customer Focused Inbound Service Representatives like you to provide world-class customer service to our customers. What are you waiting for apply today?

This role will support the Eastern Time Zone

I. Job Summary

The Customer Service Representative III position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues.  Act as a lead to other CSRs by assisting with the handling of non-routine calls that require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response.

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. 

• 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 our Acorn 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.

III. Supervisory Responsibilities

This job has no supervisory duties, however may act as a lead to lower level CSRs as required by management.  This may include training, coaching and providing feedback to CSRs in addition to assisting with non-routine and escalated customer calls.  This position does not have hiring/ firing or employee disciplinary authority.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A.  Education and Experience

Education:  High school diploma or GED (accredited).

Experience: 2 years of customer service experience with a minimum of 12 months as a WM customer service representative (in addition to education requirement).

B.  Certificates, Licenses, Registrations or Other Requirements

• Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing
• No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
• Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period
• Proficient in MS Office
• Strong keyboarding skills and words per minute
• Professional verbal and email communication skills

C. O