Customer Services Representative III - Remote

WM Strategic Business Solutions (SBS) is responsible for managing WM's largest national customers. The Customer Service Representative III position involves handling customer inquiries, resolving escalated issues, and providing proactive service while leading other customer service representatives as needed.

Responsibilities:

• Handles incoming calls, emails, inquiries and transactions from various segments within the book of business
• Possess a strong knowledge of internal process, understands relationships and key linkages between business units
• Collaborates with internal and external parties to coordinate service related activities and manage client projects
• Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions
• Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed
• Provides customer proactive service and education regarding service options, charges, billing, and contracts
• Documents each interaction, ensuring service, pricing and other required information are entered into our Acorn system
• Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals
• As required by management, maintains routine customer service related reports and creates reports as requested

Requirements:

• High school diploma or GED (accredited)
• 2 years of customer service experience with a minimum of 12 months as a WM customer service representative
• Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing
• No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
• Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve-month period
• Proficient in MS Office
• Strong keyboarding skills and words per minute
• Professional verbal and email communication skills
• Excellent verbal, written and analytical skills
• Computer skills - MS Office
• Typing Skills
• Professional phone and email etiquette
• Ability to multi task
• 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
• Be punctual at work
• Works 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
• Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner