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WM India · 2 months ago

Customer Service Call Center Representative

United States

Full-time

Remote

Entry Level

$15/hr - $20/hr

1+ years exp

WM is North America’s largest comprehensive waste management environmental solutions provider, and they are seeking a Customer Service Call Center Representative. The role involves interacting with customers through various channels, handling inquiries related to billing, service changes, and cancellations, while providing exceptional customer service and promoting WM products and services.

Information Technology & Services

Responsibilities

Fields customer service inquiries and handles customer service transactions independently and proficiently: o Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests o Uses authorized systems to gather information, provide information, and/or update customer records.  Provides standard information and education regarding service options, charges, billing, and contracts

Demonstrates ownership of the customer issue by providing one call resolution: o Makes every reasonable attempt to resolve the customer’s issue and exhausts all other solutions before escalating the customer’s query. o Serves as an advocate for customers with repeat issues by engaging the right department and people within WM. o Communicates concise and accurate information

Listens for and identifies opportunities to cross sell additional products and services

Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information

Supports other service lines when required

Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives

Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals

Completes cross training with Operations, Sales, and Billing

Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels

Flexible scheduling and willingness to perform other tasks as required by delivery channel