Customer Service Call Center Representative

Customer Service Representative

Training Class : January 20th & 26th. Must attend 7 weeks of virtual training! Remote position : Must live 50 miles within a WM Call Center site near the following states : AZ, AL, TN, TX, WI, IL, MA, PA, MS. Day shift : Monday-Friday, possible Saturday (rotating). Training hours : 8a-4 : 30pm EST (Mon-Fri). Shift hours : 8 : 30a-5pm EST. Bilingual in Spanish is a plus!

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 :

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 salary range for this position is $15.00 - $20.00. This range represents a good faith estimate for this position. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's 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.