Customer Service Representative II

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

Benefits offered by this job

Medical insurance

Dental & Vision

Life insurance

401(k) match

Paid time off

Job summary

WM is seeking a Customer Service Representative II for an on-site role in Oakland, CA. The position handles inbound and outbound inquiries from CE partners via telephone and email, serving as the end-to-end contact for customers and resolving issues.

You will field inquiries, respond professionally, and manage accounts, pricing, and billing while maintaining exceptional service standards and exploring opportunities to cross-sell additional products and services.

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.
• 1 year of experience as a WM Customer Service Representative (preferred).

Responsibilities

• Fields customer service inquiries and transactions of low to high level complexity from assigned market area(s).
• Responds to requests with professional written and verbal communication; provides education on accounts, charges, billing, and contracts.
• Establishes customer accounts by documenting service type, pricing, billing, and other required information.
• Maintains customers’ accounts by processing service changes and billing requests.
• Cross-sell products and services where appropriate; advocate for the customer by coordinating with internal teams.

Skills

Customer service

Call center

Education

High School Diploma or GED

Job description

I. 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.

II. 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

III. Qualifications

A. 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

B. Preferred Qualifications

• 1 year of experience as a WM Customer Service Representative

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 $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.

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.

Equal Opportunity Employer: Minority/Female/Disability/Veteran