Analyst, FAST Response

FAST Analyst

The FAST Analyst is responsible for complete resolution of client and internal issues arising from implementation and/or de-implementation of new, renewing or existing customers for the Launch Team as well as WM Internalization and Client Solutions projects.

This position will require the employee to work 9:00am to 6:00pm ET based on customer support needs.

Essential Duties and Responsibilities

• Serve as FAST Response Team Launch Analyst for all implementations and de-implementations including managing, communicating, resolving, tracking, and reporting of all progress related to issue resolution. Also provides assessment and recommendations including identifying any areas of risk
• Manage and facilitate logistical execution with WM's Operational (Market) Areas, third-party haulers and WMCS to fulfill contractual obligations and resolve issues
• Monitors overall workflow to ensure timely completion of projects and daily work requirements
• Resolves issues arising from internal department functions, or as brought forth by internal or external customers
• Tracks issues to resolution within department and in partnership with other groups
• Initiates departmental pre-bill audit process to ensure compliance with internal business processes and contractual obligations including price, cost, and service configurations
• Recommends changes, updates and processes for continuous improvement in areas of expertise
• Assists with special projects within Launch department or as part of cross-functional teams as required or assigned
• Subject Matter expert for customer escalations.
• All other duties as assigned

Qualifications

• Associate's degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and two (2) years of relevant work experience.
• 1 year of relevant work experience (in addition to education requirement).

Preferred Qualifications

• Prior customer service, customer escalation and resolution experience highly preferred.

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 range for this hybrid position is $55,990 - $65,890. 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.