Customer Service Representative

Customer Service Representative II

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. The role manages a high volume of inbound and outbound interactions from CE partners via telephone and email.

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.

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

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

The expected base pay rate for this on-site position is $25.37. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.