Customer Service Call Center

Overview Training Class: July 20, 2026 Must attend 7 weeks of onsite training. Onsite position: Must live locally in West Babylon area. Day shift: Monday‑Friday, Saturday (rotating). Training hours: 8 a‑4:30 pm EST (Mon‑Fri). Must be flexible to start as early as 7 am. Shift hours: 7:00 a‑6 pm EST (Mon‑Fri), 7 a‑1 pm EST (Saturday). Bilingual in Spanish is a plus. Job Summary As a customer service representative (CSR), you will interact with WM customers via multi‑channel customer service including phone, email, live chat, or self‑service channels. You will handle a variety of inquiries such as 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 using multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries. The role includes escalation handling, de‑escalation techniques, and sales/retention responsibilities. The CSR will highlight features and benefits of WM products and services to increase revenue and retain at‑risk customers. Essential Duties and Responsibilities Field customer service inquiries and handle customer service transactions independently and proficiently. Demonstrate active listening skills and confirm understanding of customer needs, issues, and requests. Use authorized systems to gather information, provide information, and update customer records. Provide standard information and education regarding service options, charges, billing, and contracts. Demonstrate ownership of the customer issue by aiming for one‑call resolution. Make every reasonable attempt to resolve the customer’s issue before escalating. Serve as an advocate for customers with repeat issues by engaging the right department and people within WM. Communicate concise and accurate information. Listen for and identify opportunities to cross‑sell additional products and services. Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information. Support other service lines when required. Attempt to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives. Meet or exceed service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals. Complete cross training with Operations, Sales, and Billing. Engage with WM customers via multi‑channel customer service platforms (phone, email, live chat, self‑service). Maintain flexible scheduling and willingness to perform other tasks as required by the delivery channel. Qualifications Required Qualifications High School Diploma or GED (accredited). 1 year of previous customer service experience (in addition to the education requirement). Preferred Qualifications Specialized training. Physical Requirements The job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Compensation Base pay range: $19.59 – $24.52 per hour (on‑site position). The specific salary offered may be influenced by candidate experience, education, training, certifications, qualifications, and work location. Benefits Eligible employees receive a competitive compensation package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, company match on 401(k), paid vacation, holidays, and personal days. Benefits may vary by site. Equal Opportunity Employer Minority/Female/Disability/Veteran. #J-18808-Ljbffr