Customer Service Representative II (West)

Customer Service Representative II

Preference to hire from within the current WM CE Team. This role will primarily support schedules aligned with the following market areas : NCAL, SCA, PNW, and FC.

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 multi-channels which may be a combination of platforms including phone, email, live chat, or self-service. Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The WM CSR II should expect to handle contacts daily 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 II 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.

II. Essential Duties and Responsibilities

Handle customer escalations that may require deviation from standard screens, scripts, and procedures

Provides daily guidance and assistance to contact center representatives

Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from commercial, industrial, and / or public sector customers for assigned market area(s)

Field customer service escalations in overflow capacity as needed for residential service inquiries

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 are advanced in complexity

Communicates concise and accurate information

Maintains 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

Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within WM

Escalates more complex issues at the appropriate level

Supports other service lines when required; proficient in multiple queues / service lines

Adheres to service and operational standards established for the contact center, including quality, productivity, 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, and Billing

Able to perform outbound contact campaigns, as needed

Attempts to retain customers who contact us to cancel services by probing for cancellation reasons and offering alternatives

Strives to meet or exceed service and operational goals established for the call contact center, including productivity, quality, and timeliness goals

Serves as a training resource for new hires and other employees requiring assistance

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. 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 and work in the US. Consistently performing in an above average capacity in their current position, be in good standing and have worked at WM for a minimum 12 months.

A. Education and Experience

Education : High school diploma or G.E.D (accredited). Experience : One (1) year of previous customer service 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) that maintains continuous stable internet access sufficient to run multiple WM applications simultaneously throughout scheduled work time.

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.

C. Certificates, Licenses, Registrations or Other Requirements : None required.

D. Other Knowledge, Skills or Abilities Required

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 multi-tasking

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 respect

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 contact 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.

Show inquisitiveness and eagerness to gain business-related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and / or knowledge.

V. Key Competencies :

Adaptability Learn & Apply Procedures

Personal Accountability Self Sufficiency

Tech Savvy

Written Communication

Verbal Communication

Accuracy / Attention to Detail

Negotiation De-escalation

Decision Making First Contact Resolution

VI. 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.

The expected base pay range for this remote position across the U.S. is $17.21 - $21.54. 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 candidate's 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. Equal Opportunity Employer : Minority / Female / Disability / Veteran