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About the role
Key responsibilities & impact- 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.
- 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.
Requirements
What you’ll need- 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
- 1 year of experience as a WM Customer Service Representative
Benefits
Comp & perks- Medical
- Dental
- Vision
- Life Insurance
- Short Term Disability
- Stock Purchase Plan
- Company match on 401K
- Paid Vacation
- Holidays
- Personal Days
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceaccount managementbillingservice change processingreport managementcross sellingoutbound calling
Soft Skills
communication skillsproblem solvingnegotiationactive listeningcustomer advocacyteam collaborationadaptability
Certifications
High School DiplomaGED