Customer Service Representative

Waste Management; Sonora (CA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with match

Paid vacation

Job summary

Waste Management is seeking a customer service representative to interact with WM Customers via multiple channels, including phone, email, live chat, or self-service tools. You will handle 60–80 contacts daily in a fast-paced environment, researching and resolving inquiries using knowledge bases and calculators.

The role emphasizes de-escalation, one-call resolution, and opportunities to cross-sell WM products and services to boost revenue and retain at-risk customers.

Qualifications

• High School Diploma or GED (accredited).
• 1 year of previous customer service experience.

Responsibilities

• Answer inquiries and process transactions across channels.
• Resolve issues with one call when possible and escalate appropriately.
• Identify opportunities to cross-sell products and services.
• Establish and document service type, pricing, billing and other details.
• Support other service lines when required.
• Retain customers by offering alternatives to cancellations.
• Meet or exceed call center performance standards.
• Collaborate with Operations, Sales and Billing teams.
• Handle multi-channel customer interactions and remain flexible.

Skills

Active listening

Cross selling

Customer service

Multi-channel support

Education

High school diploma

Job description

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: o Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests o 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: o Makes every reasonable attempt to resolve the customer's issue and exhausts all other solutions before escalating the customer's query. o Serves as an advocate for customers with repeat issues by engaging the right department and people within WM. o 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

A. Required Qualifications

• High School Diploma or GED (accredited)
• 1 year of previous customer service experience (in addition to education requirement).

B. Preferred Qualifications

• specialized training

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

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.

PAY: The expected base pay rate for this office/on-site position is $18.94. This rate 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.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.