Customer Service Representative II (West)

WM is North America's leading provider of comprehensive environmental solutions. The Customer Service Representative II position receives and processes inquiries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues.

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)
• This is a remote work position and requires a reasonable degree of technical aptitude which will be necessary to set up and maintain the WM-assigned equipment
• 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
• Preference given to current CE CSR I agents
• Ideal candidate would be bi-lingual (spanish)