Quality Assurance Associate
WM
React
Salary
💰 $22 - $24 per hour
Job Level
JuniorMid-Level
Tech Stack
React
About the role
- 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.
Requirements
- 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).
- 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.
- 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 centers 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.
