Key skills
Sales
About this role
WM is North America’s largest comprehensive waste management environmental solutions provider. The Customer Service Call Center Representative will interact with customers via various channels to address inquiries related to billing, service changes, and cancellations, while also focusing on sales and retention of customers.
Responsibilities:
- Fields customer service inquiries and handles customer service transactions independently and proficiently: o Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests o 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: o Makes every reasonable attempt to resolve the customer’s issue and exhausts all other solutions before escalating the customer’s query. o Serves as an advocate for customers with repeat issues by engaging the right department and people within WM. o 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
Requirements:
- High School Diploma or GED (accredited)
- 1 year of previous customer service experience (in addition to education requirement)
- specialized training