Representative II, Customer Service

WM • Phoenix, AZ • 2h ago

Stericycle is now part of WM. To learn more about WM's acquisition of Stericycle, CLICK HERE to read the press release.

I. Job Summary

The Customer Service Representative II position receives and processes inquiries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. The role manages a high volume of inbound and outbound interactions from CE partners via telephone and email.

II. Essential Duties and Responsibilities

Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).

Utilizes excellent and professional written and verbal communication skills to respond to incoming requests. Provides education and information regarding accounts, charges, billing, and contracts that may be standard or advanced.

Communicates concise and accurate information.

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

Maintains customers' accounts by processing service change and billing requests

Confirms understanding of customer needs, issues, and requests.

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

Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within WM.

Escalates more complex issues to appropriate level.

Supports other service lines when required; proficient in multiple queues / service lines.

Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.

Responsibilities may include, but are not limited to system queries, report management, and liaison among internal CE partners

Completes cross training with Operations, Sales and Billing.

Able to perform outbound calling campaigns, as needed

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

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

Serves as a training resource for new hires and other employees requiring assistance

III. Qualifications

A. Required Qualifications

High School Diploma or GED (accredited)

2 years of previous experience in customer service or call center environment handling customer requests, account or order changes and issues

B. Preferred Qualifications

1 year of experience as a WM Customer Service RepresentativeIV. Physical RequirementsListed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. This job primarily requires the use of standard office equipment such as computers, phones, etc.The expected hourly range for this remote position across the U.S is $19.31 - $24.11. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.V. Benefits At WM, 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.

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