Customer Call Center Representative-Onsite!

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.

 

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 is more than a paycheck. It’s a way to create opportunities for you and your family. 

We Are Stable: Our WM team is home every day, and our team members perform essential and meaningful work.

We Are Committed to Growth: 100% tuition paid for benefits eligible employees and their 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 customer’s issue and exhausts all other solutions before escalating the customer’s 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 Knowl