Customer Success & Retention Specialist 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

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.