Customer Service Representative, Specialized Services

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.

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects. 

Customer Service Representative needed at our Fort Myers Hauling Locations

Hours: 

Monday - Friday 8:30am - 5:00pm 

I. Job Summary 
The Specialized Services Customer Service Representative position receives and processes calls and/or e-mails. The CSR is responsible for communicating program guidelines and scheduling pickup services for eligible participants. They are responsible for working with customers to creatively solve problems and resolve any identified customer service issues. The CSR is expected to collaborate with their team of CSRs to meet overall call center objectives and enhance the customer experience while working to exceed all customers expectations. Additionally, the CSR will play a role in the packaging and mailing of kits to participants once they have been scheduled for household waste pickup. 

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.

• Respond to inquiries received through phone and/or e-mail .Work with participants to schedule a pick-up of approved household waste.  
   
• Communicates concise and accurate information  
   
• Uses authorized system to gather information, provide information, and/or update customer records  
   
• As required by management, maintains and produces reports as requested  
   
• Confirms understanding of customer needs, issues, and requests  
   
• Organizes, creates and mails participant kits to be mailed to home prior to pick-up date(s)  
   
• Performs outbound call campaigns as needed or necessary  
   

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 GED (accredited)  
  Experience: Three (3) years of relevant work experience in a customer service or call center environment handling customer requests, account or order changes and issues (in addition to education requirement).  
 

B. Certificates, Licenses, Registrations or Other Requirements 
 

None required.  
 

C. Other Knowledge, Skills or Abilities Required 
 

Proficiency in MS Office.  
  Excellent verbal, written and analytical skills.  
  Strong keyboarding skills.  
  Professional phone etiquette.  
  Ability to handle the stress of multi-tasking as well as ability to 'talk and type'.  
  Possesses an energetic and tenacious achievement orientation.  
  Ability to react well under pressure and treat others with respect.  
  Identifies and resolves problems in a timely manner.  
  Good 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 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 related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge.  
  Experience using a CRM syst