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.

This is a hybrid position and the candidate will need to live in the market area and be able to travel by car to an office or Customers when needed.

I. Job Summary

The Customer Service Representative III position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Act as a lead to other CSRs by assisting with the handling of non-routine calls that require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response.

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.

Handles incoming calls, emails, inquiries and transactions from various segments within the book of business.

Possess a strong knowledge of internal process, understands relationships and key linkages between business units.

Collaborates with internal and external parties to coordinate service related activities and manage client projects.

Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions.

Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed.

Provides customer proactive service and education regarding service options, charges, billing, and contracts.

Documents each interaction, ensuring service, pricing and other required information are entered into our Acorn system.

Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals.

As required by management, maintains routine customer service related reports and creates reports as requested.

III. Supervisory Responsibilities

This job has no supervisory duties, however may act as a lead to lower level CSRs as required by management. This may include training, coaching and providing feedback to CSRs in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/ firing or employee disciplinary authority

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: 2 years of customer service experience with a minimum of 6-12 months as a WM customer service representative (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing

No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status

Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period

Proficient in MS Office

Strong keyboarding skills and words per minute

Professional verbal and email communication skills

C. Other Knowledge, Skills or Abilities Required

Excellent verbal, written and analytical skills

Computer skills - MS Office

Typing Skills

Professional phone and email 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

Be punctual at work

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.

Demonstrates 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 hourly salary range for this position is $20.57 - $24.70. 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.-

Equal Opportunity Employer: Minority/Female/Disability/Veteran