Customer Service Representative II (North)

WM is a company that focuses on customer service and support. The Customer Service Representative II position involves managing customer inquiries, resolving issues, and providing exceptional service through various communication channels in a fast-paced environment.

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 inquires
• 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
• Maintaining 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

Requirements:

• 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
• Education: High school diploma or G.E.D (accredited)
• Experience: One (1) year of previous customer service experience (in addition to education requirement)
• 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
• 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