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.

　　Save the Date- March 25, 2024 Training Class!

　　Must attend 7 weeks Virtual Training!

　　Remote position- Must live within 50 miles of a Waste Management Center Site!

　　Starting Payrate- $15-$20/hr DOE

　　Day Shift: Monday- Friday, potential Saturday/Sunday Shifts

　　Bilingual in Spanish is a plus!

　　I. Job Summary

　　As a customer service representative (CSR), you will take inbound customer service calls related to a wide variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The WM CSR should expect to handle 60-80 calls 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 calls. 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

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

　　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.

　　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 G.E.D (accredited).

　　Experience: One (1+) year of previous call center customer experience (in addition to education requirement).

　　B. Remote Work Requirements

　　This is a remote work position and requires a reasonable degree of technical aptitude which will be necessary to set up and maintain the WM-assigned equipment.

　　Other requirements associated with remote work positions include:

　　High Speed Internet (Minimum 50mbs download and 10mbs upload)

　　A private workspace in which the employee is able to work the entirety of their shift without interruptions or distractions

　　The ability to physically connect the computer to the modem or router

　　Must live within 50 miles of a Waste Management center site

　　C. Certificates, Licenses, Registrations or Other Requirements

　　None required.

　　D. Other Knowledge, Skills or Abilities Required

　　Excellent verbal, written and analytical skills

　　Computer skills – MS Office

　　Typing Skills

　　Professional phone etiquette

　　Ability to multitask.

　　Ability to react well under pressure and treats others with respect

　　Identifies and resolves problems in a timely manner

　　Prioritizes and plans 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 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

　　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.

　　Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day.

　　Required to exert physical effort in handling objects less than 30 pounds rarely.

　　Normal setting for this job is: office setting.

　　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.

　　Equal Opportunity Employer: Minority/Female/Disability/Veteran