Customer Service Call Center Representative

WM; Franklin (TN); Remote; Full time

Job summary

WM, a leader in environmental solutions, seeks a Customer Service Call Center Representative. This entry-level role involves providing exceptional service through various communication channels, resolving customer inquiries promptly. Ideal candidates possess excellent verbal and written skills, a high school diploma, and the ability to multitask under pressure. Join WM to contribute to a sustainable future while advancing your career with a comprehensive benefits package.

Benefits

Medical, Dental, and Vision Insurance

401K with company match

Paid Vacation and Holidays

Qualifications

• High school diploma or G.E.D required; Strong customer service experience preferred.
• Ability to multitask and handle pressure effectively.
• Excellent verbal, written and analytical skills.

Responsibilities

• Interact with customers via multiple platforms including phone, email, and chat.
• Field customer service inquiries and transactions independently.
• Handle escalated contacts and achieve one call resolution.

Skills

Excellent verbal and written communication

Analytical skills

Multitasking

Professional phone etiquette

Ability to resolve problems

Education

High school diploma or G.E.D

Tools

MS Office

Job description

Customer Service Call Center Representative

Customer Service Call Center Representative

3 days ago Be among the first 25 applicants

Job Description

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.

Job Description

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.

August 4, 2025 Training Class!

Must attend 7 weeks Virtual Training!

Remote position- Must live within 50 miles of a WM Center Site near the states of AZ, TN, TX, MS, AL, MI, PA, WI, IL, MA

Day Shift: Monday- Friday, possible Saturday shift

Training Hours: 8:00a-4:30p est

Shift hours: 8:30a-5pm est

Bilingual in Spanish is a plus!

I. Job Summary

As a customer service representative (CSR), you will interact with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The WM CSR should expect to handle 60-80 contacts a day 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 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. Sales and retention are also key components of the CSR role. The WM CSR is expected to skillfully highlight the features and benefits of WM products and services to increase revenue and retain at risk customers.

II. Essential Duties And Responsibilities

• Fields customer service inquiries and handles customer service transactions independently and proficiently:
• Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests
• Uses authorized systems to gather information, provide information, and/or update customer records.
• Provides standard information and education regarding service options, charges, billing, and contracts.
  
  
• Demonstrates ownership of the customer issue by providing one call resolution:
• Makes every reasonable attempt to resolve the customer’s issue and exhausts all other solutions before escalating the customer’s query.
• Serves as an advocate for customers with repeat issues by engaging the right department and people within WM.
• Communicates concise and accurate information.
  
  
• Listens for and identifies opportunities to cross sell additional products and services.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Supports other service lines when required.
• Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
• Completes cross training with Operations, Sales, and Billing.
• 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. Qualifications

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

Education and Experience

• Education: High school diploma or G.E.D (accredited) required; Specialized training preferred.
• Experience: 1 year of previous customer service experience (in addition to education requirement) required.
• Other Knowledge, Skills or Abilities Required
• Excellent verbal, written and analytical skills
• Computer skills – MS Office
• Typing Skills
• Professional phone etiquette
• Ability to multitask.
• 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
• Is consistently at work and on time
• Work 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
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
  
  
  
  

IV. Work Environment

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 salary range for this position is $15.00 - $20.00. This range represents a good faith estimate for this position. The specific salary offered to a 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.

If this sounds like the opportunity that you have been looking for, please click "Apply".

About Us

ABOUT WM

WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. 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 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 achieve 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 the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. 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.

About The Team

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.

We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.

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