Customer Service Representative II (West)

Customer Service Representative II (West)

Preference given to current CE CSR I agents. 

This role will primarily support schedules aligned with the following market areas: SCA, PNW, FC, NCA

Ideal candidate would be bi-lingual (spanish)

I. Job Summary

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 multi-channels which may be a combination of platforms including phone, email, live chat, or self-service Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. 

The WM CSR II should expect to handle contacts daily in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries. The WM CSR II will handle a number of escalated contacts. The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success.

II. Essential Duties and 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.

III. Supervisory Responsibilities

This job has no supervisory duties. 

IV. Qualifications 

The requirements listed below are representative of the qualifications necessary to perform the job. 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. 

A. Education and Experience

Education: High school diploma or G.E.D (accredited). 

Experience: One (1) year of previous customer service experience (in addition to education requirement).

B. Remote Work Requirements 

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. Other requirements associated with remote work positions include: 

• 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 

C. Certificates, Licenses, Registrations or Other Requirements: None required.

D. Other Knowledge, Skills or Abilities Required

• Excellent verbal, written and analytical skills
• Bi-lingual (spanish)
• 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. 

V. Key Competencies:

• Adaptability Learn & Apply Procedures
• Personal Accountability Self Sufficiency 
• Tech Savvy
•  Written Communication
• Verbal Communication 
• Accuracy / Attention to Detail
• Negotiation De-escalation
• Decision Making First Contact Resolution

VI. Work Environment Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: Remote (Must be within 50 miles of a current CE location)

Pay: The expected base pay range for this remote position across the U.S. is $18.07 – $22.62. 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.

Benefits 

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.

ABOUT WM

WM (WM.com) is North America’s leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States:  WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada:  WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.

What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities.