Key skills
Sales
About this role
WM is a leading provider of waste management services, and they are seeking a Customer Service Representative to interact with customers across multiple channels. The role involves handling inquiries, resolving issues, and promoting services to enhance customer retention and satisfaction.
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