About WM: A Leader in Environmental Solutions
At WM, we're not just a waste management company – we're a leader in environmental solutions. With a commitment to putting people first and achieving success with integrity, we strive to make a positive impact on our communities and the environment. As North America's largest comprehensive waste management environmental solutions provider, we serve millions of residential, commercial, industrial, and municipal customers throughout the U.S. and Canada. Our innovative infrastructure and capabilities in recycling, organics, and renewable energy enable us to provide environmental solutions to our customers and collaborate with them to achieve their sustainability goals.
Job Summary
We're seeking an experienced Customer Call Center Representative to join our team in a remote position. As a key member of our customer service team, you will be responsible for handling inbound customer service calls related to a wide variety of inquiries, including billing and proration, service changes, cancellations, and missed service inquiries. You will work in a fast-paced, high-volume environment, using multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries. If you're a customer service professional with excellent communication skills, a passion for delivering exceptional customer experiences, and a desire to grow your career, we encourage you to apply.
Key Responsibilities
As a Customer Call Center Representative, you will be responsible for:
- Fielding customer service inquiries and handling customer service transactions independently and proficiently
- Demonstrating active listening skills and confirming understanding of customer needs, issues, and requests
- Using authorized systems to gather information, provide information, and/or update customer records
- Providing standard information and education regarding service options, charges, billing, and contracts
- Demonstrating ownership of the customer issue by providing one call resolution
- Making every reasonable attempt to resolve the customer's issue and exhausting all other solutions before escalating the customer's query
- Serving as an advocate for customers with repeat issues by engaging the right department and people within WM
- Communicating concise and accurate information
- Listening for and identifying opportunities to cross-sell additional products and services
- Establishing customer accounts by negotiating and documenting service type, pricing, billing, and other required information
- Supporting other service lines when required
- Attempting to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives
- Meeting or exceeding service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals
- Completing cross-training with Operations, Sales, and Billing
Qualifications
To be successful in this role, you will need:
A. Education and Experience
* High school diploma or G.E.D (accredited)
* One (1+) year of previous call center customer experience (in addition to education requirement)
B. Remote Work Requirements
* High Speed Internet (Minimum 50mbs download and 10mbs upload)
* A private workspace in which the employee is able to work the entirety of their shift without interruptions or distractions
* The ability to physically connect the computer to the modem or router
C. Certificates, Licenses, Registrations or Other Requirements
* None required
D. Other Knowledge, Skills or Abilities Required
* Excellent verbal, written, and analytical skills
* Computer skills - MS Office
* Typing Skills
* Professional phone etiquette
* Ability to multitask
* Ability to react well under pressure and treat 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
* Works 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
Work Environment
As a remote Customer Call Center Representative, you will work in a home-based setting, using your own computer and internet connection. You will be required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day. You will also be required to exert physical effort in handling objects less than 30 pounds rarely.
Compensation and Benefits
We offer a competitive total compensation package, including:
* Medical, Dental, Vision, Life Insurance, and Short Term Disability
* Stock Purchase Plan
* Company match on 401K
* Paid Vacation, Holidays, and Personal Days
* Opportunities for career growth and professional development
Why Choose WM?
At WM, we're committed to putting people first and achieving success with integrity. We're a family-oriented company that values our employees and provides opportunities for growth and development. We're a stable company with a strong commitment to sustainability and environmental solutions. We're always working for a sustainable tomorrow, and we invite you to join us on this journey.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please click the "Apply" button to submit your application. We look forward to hearing from you!
Apply Now