Senior Coordinator, Customer Service

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?  

I. Job Summary                                                                                                                                                           Under general supervision, provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of service order information in a timely manner.                                                                                                                                                                                                            

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.                                                                                                                                                                                                                                                                     

• Initiates and/or implements corrective action as needed in order to provide a level of customer service necessary to support the achievement of defined corporate and department goals. 
• Provides advanced system maintenance for service order related files.                    
• Receives, processes and verifies the accuracy of service orders.                                           
• Initiates required action for response to customer service requests for service order changes, and communicates changes to the appropriate personnel.                                              
• Receives inquiries from and/or contacts the various offices to resolve escalated and/or complex service order related issues.                                                                                                                   
• Operates a computer workstation to obtain and extract service order information, and provides Customer Service management with the data for inclusion in various scheduled and special reports.                                                                                                                                                
• Develops and recommends changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Service Department.                            
• Prepares, generates and distributes daily reports and order acknowledgments to appropriate personnel.                                                                                                                     
• May provide direction and support to less experienced Customer Service Coordinators.            
• Be able to field calls or emails escalated by WM CSRs or City staff for callers whose issues may be more complex, who are repeat callers, callers whose issues have not been immediately resolved, or who are calling to complain.                                                                                  
• Call or email customers and City staff directly, at the request of City staff or WM CSRs to resolve issues.                                                                                                                                                            
• Work closely with all CSRs, CSR Manager, and Operations Manager, and Dispatch to troubleshoot, resolve, and prevent customer service problems of all types.                                         
• Can be a hybrid employee but must be able to work at WM's Portland operations site, and able to meet in-person with City staff on relatively short notice any business day and to observe WM service conditions in the field as needed.                                                                                                                                                                                                                         

III. Supervisory Responsibilities                                                                                                                                                                                                                                                  

This job has no supervisory duties.