Equal Opportunity Employer: Minority/Female/Disability/Veteran
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 600 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.
Grow you career! Grow your network! Grow with Waste Management!
If you bring the passion for customer service, we will give you a fun and engaging work environment, a great compensation and benefits package, and opportunities to grow with our organization. Waste Management is looking for goal oriented, Customer Focused Inbound Service Representatives like you to provide world-class customer service to our customers. What are you waiting for apply today?
I. Job Summary
The Customer Service Representative III position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Act as a lead to other CSRs by assisting with the handling of non-routine calls that require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Handles incoming calls, emails, inquiries and transactions from various segments within the book of business.
Possess a strong knowledge of internal process, understands relationships and key linkages between business units.
Collaborates with internal and external parties to coordinate service related activities and manage client projects.
Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions.
Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed.
Provides customer proactive service and education regarding service options, charges, billing, and contracts.
Documents each interaction, ensuring service, pricing and other required information are entered into our Acorn system.
Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals.
As required by management, maintains routine customer service related reports and creates reports as requested.
III. Supervisory Responsibilities
This job has no supervisory duties, however may act as a lead to lower level CSRs as required by management. This may include training, coaching and providing feedback to CSRs in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/ firing or employee disciplinary authority
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Education: High school diploma or GED (accredited).
Experience: 2 years of customer service experience with a minimum of 6-12 months as a WM customer service representative (in addition to education requirement).
B. Certificates, Licenses, Registrations or Other Requirements
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period
Proficient in MS Office
Strong keyboarding skills and words per minute
Professional verbal and email communication skills
C. Other Knowledge, Skills or Abilities Required
Excellent verbal, written and analytical skills
Computer skills MS Office
Professional phone and email etiquette
Ability to multi task.
Ability to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Be punctual at work
Works efficiently and effectively, both independently and as a team to ensure exceeding call 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.
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.
V. 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: office setting.
At Waste Management, 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.
If this sounds like the opportunity that you have been looking for, please click "Apply."
I understand that applying to this job indicates that I have the legal right to work in the United States. I agree to perform physical duties of this position as outlined in the job with or without reasonable accommodations. I understand that if offered the position, I will be required to pass a drug screen.