Call Center Customer Service Representative

Customer Service Representative I

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 reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 600 dedicated employees, customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.

The Customer Service Representative I is responsible for receiving and processing customer calls, acting as the primary point of contact to address customer inquiries, schedule services, and resolve issues. This role involves working closely with a team of customer service representatives to achieve call center goals and enhance the customer experience, consistently striving to exceed customer expectations.

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

• Processes customer service requests, problem inquiries and fields transactions of high-level complexity within business segment independently and proficiently.
• Performs thorough Intake and documentation of each interaction within designated case management systems:
• Communicates service expectations with precise detail and accurate information.
• Applies emotional awareness and understanding of customer needs.
• Navigates through multiple applications to research customer, hauler, and service information to provide statuses, and/or update customer records.
• Advocates on the customer behalf by engaging the appropriate WM partners on complex or escalated matters.
• Provides standard guidance on service options and service levels agreements.
• Open to feedback and coaching, applies information to improve service provided to the customer.
• Serves as a resource for peers such as activities like Observation, Navigation, Driving and Visitor side by sides.
• Commits to service and operational standards established for the call center, including adherence, quality, productivity, and safety and timeliness goals.

This job has no supervisory duties.

The requirements listed below are representative of the qualifications necessary to perform the job.

• Education: High School Diploma or GED (accredited).
• Experience: 1 year of Customer Service Experience required. Contact Center experience preferred.

Other Knowledge, Skills or Abilities Required

• Typing speed of 60 words per minute.
• Proficient in navigating multiple devices, screens, and communication channels.
• Proficient verbal and written communication skills with strong analytical abilities.
• Advanced computer skills, including Microsoft Office proficiency.
• Demonstrates soft skills in professionalism, adaptability, empathy, patience, conflict resolution, and maintaining a positive attitude.
• Strong multitasking and organizational skills; able to work effectively under pressure.
• Ability to identify and resolve issues proactively, delivering timely solutions.
• Ability to prioritize and manage time effectively.
• Able to work both independently and as part of a team, with a focus on exceeding call center performance standards.
• Consistent attendance and punctuality, meeting the expectations of a call center environment.
• Balances individual and team responsibilities, contributing to a positive team culture.
• Adaptable to an energetic work environment with frequent changes.
• Capable of handling challenging or sensitive customer interactions with prompt, dependable service.
• Maintains accuracy, thoroughness, and meets productivity and quality standards.
• Independent Self-paced and eLearning experience.

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 $17.50 - $23.64. This range represents a good faith estimate for this position. 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.

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.