Customer Service Representative

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

ABOUT WM

WM (WM.com [ is North America's leading provider of comprehensive environmental solutions. 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, medical 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 pursue 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 a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. 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. 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.