Customer Service Representative II

I. Job Summary

The Customer Service Representative II position receives and processes inquiries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. The role manages a high volume of inbound and outbound interactions from CE partners via telephone and email.

II. Essential Duties and Responsibilities

• Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).
• Utilizes excellent and professional written and verbal communication skills to respond to incoming requests. Provides education and information regarding accounts, charges, billing, and contracts that may be standard or advanced.
• Communicates concise and accurate information.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Maintains customers’ accounts by processing service change and billing requests
• Confirms understanding of customer needs, issues, and requests.
• Listens for and identifies opportunities to cross sell additional products and services.
• Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within WM.
• Escalates more complex issues to appropriate level.
• Supports other service lines when required; proficient in multiple queues / service lines.
• Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.
• Responsibilities may include, but are not limited to system queries, report management, and liaison among internal CE partners
• Completes cross training with Operations, Sales and Billing.
• Able to perform outbound calling campaigns, as needed
• Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.
• Serves as a training resource for new hires and other employees requiring assistance

III. Qualifications

A. Required 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

B. Preferred Qualifications

• 1 year of experience as a WM Customer Service Representative

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 $26.04. 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.

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.