Representative II, Customer Service

WM is a leading waste management company that has recently acquired Stericycle. They are seeking a Customer Service Representative II who will manage customer inquiries, provide information regarding accounts, and resolve customer issues through effective communication and problem-solving skills.

Responsibilities:

• Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s)
• 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 may be standard or advanced
• Communicates concise and accurate information
• Establishes 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
• Listens for and identifies opportunities to cross sell additional products and services
• 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 to appropriate level
• Supports other service lines when required; proficient in multiple queues / service lines
• Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, 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, Sales and Billing
• Able to perform outbound calling campaigns, as needed
• Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives
• Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals
• Serves as a training resource for new hires and other employees requiring assistance

Requirements:

• High School Diploma or GED (accredited)
• 2 years of previous experience in customer service or call center environment handling customer requests, account or order changes and issues
• 1 year of experience as a WM Customer Service Representative