Wm Careers – Customer Service Representative

Job Description:

Serves as end-to-end point of contact for customer base. Receives and processes customer service inquiries and problems via appropriate virtual channels. Records account activity, troubleshoots customer concerns and coordinates selling efforts with other sales teams. Reviews accounts, selling new business to existing clients, and converting accounts to a higher level through inbound calls.

Job Responsibilities:

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

• Retains customers who call to cancel services by probing for cancellation reasons and offering alternatives
• Presents WM products and services that will benefit the customer by meeting customer needs. Cross-sells new products and services to existing customers by educating customers on WM environmental solutions. Offer, quote, and close prospective customer sales using knowledge of Waste Management products and services.
• Utilizes excellent and professional written communication skills to respond to incoming customer service and sales inquiries via digital channels. Provides customer education regarding service options, charges, billing, and contracts that pay be standard or advanced.
• Fields customer service inquiries and transactions of a mid to high level of complexity for customers inclusive of:
• Adheres to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals.
• Effectively uses Waste Management business software tools (i.e., Pricing Tools, AMP, SalesForce, Record Setter, Proposal master, EPLM, etc).
• Runs standard reports as request by management.
• Confirms understanding of customer needs, issues, and requests.
• Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within Waste Management.
• Communicates concise and accurate information.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.

Job Requirements:

• Utilize multiple applications (4+) on one or more screens.
• Reacts well under pressure and treat others with respect.
• Manages multiple-simultaneous customer interactions online.
• Possesses an energetic and tenacious achievement orientation.
• Education: High School Diploma or GED (accredited).
• Experience: Two years of relevant work experience in a customer service or call center environment handling customer requests, account or order changes and issues (in addition to education requirement).
• A positive and engaged attitude
• Handle the stress of multi-tasking
• Focuses on solving conflicts and listening to others without interrupting.
• Is consistently at work and on time.
• Identifies and resolves problems in a timely manner.
• Good time management skills to prioritize and plan work activities.
• Works efficiently and effectively, both independently and as a team to ensure exceeding call center’s standards.
• Proficiency in MS Office,
• Strong Keyboarding Skills WPM
• Professional email communication skills
• Excellent verbal, written and analytical skills.

Job Details:

Company: Waste Management

Vacancy Type:  Full Time

Job Location: Calgary, AB, CA

Application Deadline: N/A

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