Customer Service Representative
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Job Location:
Oakland, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
I. Job Summary
The Customer Service Representative II position receives and processes inquiries from customers serves as the end-to-end 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.
II. Essential Duties and Responsibilities
- 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. Qualifications
A. Required Qualifications
- High School Diploma or GED (accredited)
- 2 years of previous experience in customer service or call center environment handling customer requests account or order changes and issues
B. Preferred Qualifications
- 1 year of experience as a WM Customer Service Representative
IV. Physical Requirements
Listed below are key points regarding physical demands physical and occupational risks and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers phones copy machines etc.
The expected base pay rate for this on-site position is $25.37 . This range 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.
V. 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
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
ABOUT WM WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through ... View more
