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