Customer Service Representative II

WM (Waste Management); Oakland (CA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with company match

Paid vacation and holidays

Stock purchase plan

Job summary

WM (Waste Management) is seeking a Customer Service Representative II to handle inquiries and transactions for residential, commercial, industrial, and public sector customers. This on-site role operates 8:00 AM–5:00 PM, Monday–Friday, and involves managing high volumes of calls and emails to resolve issues and inform customers about accounts, billing, and contracts.

The position emphasizes education of customers, cross-selling opportunities, and collaboration with multiple departments to ensure

Qualifications

• 2 years of experience in customer service or call center handling inquiries, accounts or orders.
• High School Diploma or GED (accredited).

Responsibilities

• Field customer service inquiries and transactions of low to high complexity for assigned markets.
• Respond to requests with clear written and verbal communication.
• Create and document service types, pricing, billing, and other information.
• Process service changes and billing requests to maintain accounts.
• Cross-sell additional products and services when appropriate.
• Escalate complex issues to the appropriate level and collaborate with internal teams.
• Meet call center standards for quality, productivity, and timeliness.
• Assist with system queries, report management, and liaison tasks with CE partners.
• Able to perform outbound campaigns when needed and help retain customers.

Skills

Customer service

Call center

Bilingual Spanish

Written communication

Verbal communication

Education

High School Diploma or GED (accredited)

Job description

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 telephone and email. Hours: 8:00 AM - 5:00 PM, Monday-Friday, Onsite

Essential Duties and Responsibilities

• Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).
• 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 may be standard or advanced.
• Communicates concise and accurate information.
• Establishes 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.
• Listens for and identifies opportunities to cross sell additional products and services.
• 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 to appropriate level.
• Supports other service lines when required; proficient in multiple queues / service lines.
• Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, 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, Sales and Billing.
• Able to perform outbound calling campaigns, as needed
• Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.
• Serves as a training resource for new hires and other employees requiring assistance

Qualifications

Required Qualifications

• High School Diploma or GED (accredited)
• 2 years of previous experience in customer service or call center environment handling customer requests, account or order changes and issues

Preferred Qualifications

• 1 year of experience as a WM Customer Service Representative
• Bilingual (Spanish)

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 $26.04. 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 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.