Customer Service Representative II
Customer Service Representative II
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Job Description
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 wastebased energy production projects.
I. Job Summary
The Customer Service Representative II position receives and processes inquiries from customers serves as the endtoend 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.
Schedule: Monday Friday (85 PST)
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 customers advocate by solving problems on the customers 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. Must live in Kirkland WA.
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 multitasking
- 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 centers 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 businessrelated knowledge; proactively seeks out both formal and informal experiences that can provide new skills behaviors and/or knowledge
C. Other Knowledge Skills or Abilities Required
- None required.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Normal setting for this job is: remote but candidates must live in Kirkland WA
The expected pay range for this position across the U.S is $21.00 $24.00/ pay represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidates relevant experience education training certifications qualifications and work location.
Benefits
At WM each eligible employee receives a competitive total compensation package including Medical Dental Vision Life Insurance and Short Term Disability. As well as a Stock Purchase Plan Company match on 401K and more! Our employees also receive Paid Vacation Holidays and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for please click Apply.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
