Call Center Customer Service Representative

WM (Waste Management); Windsor (CT); Hybrid; USD 34,000 - 52,000; Full time

Job summary

WM (Waste Management) in Windsor, CT seeks a Customer Service Rep I to deliver end-to-end support for a diverse customer base. You will handle inquiries via phone, chat, and email, manage service requests, and ensure accurate documentation throughout the resolution process.

The role emphasizes clear communication, timely updates, and adherence to SLAs in a fast-paced center environment. Training is provided, with a hybrid schedule after the initial period.

Qualifications

• High School Diploma or GED required.
• 1 year customer service experience required.

Responsibilities

• Manage customer interactions across phone, chat, and email, ensuring timely and accurate resolution from intake through completion.
• Manage customer requests, including inquiries, service scheduling, modifications, and new service setup, from intake through completion.
• Document all customer interactions and updates in systems of record.
• Coordinate with internal teams to resolve service issues and ensure follow-up.

Skills

Communication skills

Multichannel support

Issue escalation

Documentation

Education

High School Diploma or GED

Tools

CRM systems

Microsoft Office

Job description

Onsite Training Class: February 8, 2027 8:30am-5:00pm EST M-F

Full Time Position(s) - Hybrid Schedule after 90 days

Site Location: 1 Griffin Rd N, Windsor, CT 06095

Work Shifts available based on business needs

Our center is open from 7:00am- 8:00pm EST and Saturday 7:00am-3:30pm EST

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 Always Working For A Sustainable Tomorrow: Our mission is to leave the world a better place than we found it by helping its inhabitants find purpose in becoming its caretakers.

We Are People First: The members of the WM family are the foundation for our success. We foster an environment where all teammates feel welcomed, valued and seen.

We Are Committed to Your Growth : Your Tomorrow Education Assistance Program, paid on-the-job training, and established career progression.

We Are Stable: From the front line to the corporate offices, our team members perform essential and meaningful work.

We Are a Family: At WM we are over 60,000 people - from many places and many backgrounds, and it is our amazing differences that make us stronger.

• We Are Investing in You: Amazing Medical, Dental & Vision, 401K with match, discounted stock options, dependent day care, and more!

I. Job Summary

The Customer Service Rep I - This entry level role operates within a full-service National Accounts contact center, delivering end-to-end support for a wide range of customers across diverse and complex industries. As the primary point of contact, the representative manages customer interactions across phone, chat, and email, owning service requests from intake through completion. The role requires accurate execution, timely resolution, and consistent, seamless customer experience across all channels.

II. Essential Duties and Responsibilities

• Manage customer interactions across phone, chat, and email, ensuring timely and accurate resolution from intake through completion.
• Manage customer requests, including account inquiries, service scheduling, modifications, and new service setup, from intake through completion, providing updates, follow-up, and clear expectations throughout the resolution process.
• Execute service requests in alignment with established processes, procedures, and guidelines.
• Document all customer interactions, requests, and updates accurately within systems of record.
• Coordinate with internal teams and partners to resolve service issues, ensuring appropriate follow-up and follow-through.
• Identify and escape complex or non-standard issues through established escalation paths.
• Utilize internal CRM and other internal systems to access information, process requests, and maintain accurate customer records.
• Maintain performance aligned with contact center standards, including quality, productivity, safety, and service level agreements (SLAs).
• Perform additional job-related responsibilities as assigned.

III. Qualifications

A. Required Qualifications

• High School Diploma or GED (accredited)
• 1 year Customer Service Experience

B. Preferred Qualifications

• 1 year Customer Service experience in contact center or high-volume service environment

Knowledge, Skills and Abilities

• Knowledge of customer service principles and practices within a contact center environment.
• Knowledge of service request handling, issue resolution, and escalation processes.
• Knowledge of CRM systems, customer information systems, and business applications (Microsoft suite of Products) used to support customer interactions.
• Strong verbal and written communication skills across phone, chat, and email channels.
• Ability to assess customer needs, gather information, and proactively communicate updates, expectations, and next steps.
• Strong problem-solving skills with the ability to identify solutions and escalation issues appropriately.
• Strong organizational and workload management skills with the ability to prioritize competing demands and meet service level agreements (SLAs).
• Strong technical, typing, and documentation skills with the ability to navigate multiple business applications, research customer information, maintain accurate records, and execute service requests in real time.
• Strong attention to detail and commitment to quality, accuracy, and compliance.
• Demonstrated accountability and ownership for managing customer requests through resolution and follow-through.
• Ability to manage multiple customer interactions and priorities in a fast-paced, multi-channel environment while maintaining customer commitments.
• Ability to coordinate effectively with cross-functional teams and adapt to changing priorities, processes, technology, and business needs to achieve customer and operational objectives.

IV. Physical Requirements

Listed below are key points regard