Customer Call Center Representative

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As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 600 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.

1+ year call center experience

Full Time Position(s)

Work Shifts available based on business needs

Our center is open from 7:00am to 8:00pm and Saturday 7:00am to 3:30pm

Training Class Starting: July 15, 2024

I. Job Summary As a customer service representative (CSR), your responsibilities include addressing inbound customer service calls covering a diverse range of inquiries. These may range from scheduling service requests, to initiating service changes and resolving incomplete or problematic services issues. The WMSBS CSR is operating in a fast-pace and high-volume environment, you can anticipate handling 60-80 calls and related follow-up tasks daily. Proficiency in utilizing multiple applications, resources and tools is essential for researching and resolving customer inquiries.

In addition to managing routine calls, the WMSBS CSR will also handle numerous escalated situations. Success in this aspect requires the consistent delivery of exceptional level of customer service, effective problem solving, the ability to explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success.

II. Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Fields customer service inquiries and handles customer service transactions independently and proficiently:
  • Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests
  • 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:
  • Makes every reasonable attempt to resolve the customer's issue and exhausts all other solutions before escalating the customer's query.
  • Serves as an advocate for customers with repeat issues by engaging the right department and people within WM.
  • Communicates concise and accurate information.
• Supports other service lines when required.
• Attempts to retain customers who call to cancel services by probing for cancellation reasons
• Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals..

III. Supervisory Responsibilities This job has no supervisory duties. IV. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience

• Education: High School Diploma or GED (accredited).
• Experience: One (1) year of previous customer service experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Excellent verbal, written and analytical skills
• Computer skills - MS Office, Typing Skills
• Professional phone etiquette
• Ability to multi task.
• Ability to react well under pressure and treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Focuses on solving conflicts and listening to others without interrupting
• Is consistently at work and on time
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.
• Balances team and individual responsibilities and helps build a positive team spirit
• Adapts and able to deal with frequent changes in the work environment
• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.

V. Work Environment Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Normal setting for this job is: office setting.

The expected salary range for this position is $20.50. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. Benefits At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our 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.”