Customer Support

• Interact with WM Customers via Multi-Channel Customer Service, handling 60-80 contacts a day
• Use multiple applications to research and resolve customer queries
• Provide an exceptional level of customer service, explaining complex issues in simple terms
• Highlight features and benefits of WM products and services to increase revenue and retain customers
• Establish customer accounts and negotiate service type, pricing, and billing

Customer Service Call Center Representative

Business Analyst

• Concurrently manages multiple projects that impact all areas of the organization.
• Work with WM Strategic Business Solutions systems to perform analyses on large, complex data sets.
• Conduct analysis of findings and provide strategic insights, hypotheses, actionable recommendations and conclusions.
• Perform data profiling and root cause analysis to identify and understand anomalies.
• Effectively use data visualization in summaries and/or dashboards.
• Drive report automation while developing procedures and standards for data analysis.
• Address inefficiencies to improve daily functions and providing enhancements to existing processes and tools.
• Work with all members of the WM Strategic Business Solutions to help develop new processes and tools.

Technical Business Analyst

Account Executive

• Serves as a key point of contact for WM's Small/Medium business customers.
• Focuses on retaining and growing the team's book of business.
• Effectively manages inbound call requests and proactive customer outreach.
• Prevents customer cancellations and secures updated contract agreements.
• Utilizes appropriate change management processes to meet sales demands.
• Controls sales assignments by allocating time to retention and acquisition goals.
• Explores alternatives to reach mutually beneficial sales agreements.
• Contributes to individual and shared responsibilities in a team environment.
• Navigates systems and tools ensuring accurate documentation of interactions.
• Uses WM sales productivity software tools accurately and consistently.
• Analyzes reports and handles general administrative duties as needed.

Sales Retention Account Associate

• Presents the full line of WM services to prospective WM customers or assigned area of responsibility.
• Manages existing revenues and develops revenue opportunities within an established geographical territory.
• Meets or exceeds individual sales goals for new business with disposal waste customers.
• Effectively utilizes, coordinates, and cultivates relationships with internal and external customers.
• Interacts and works cohesively with the other industrial sales team members.
• Achieves or exceeds budgeted revenue goals for new business with waste customers in assigned sales territory.
• Maintains existing base business; new base business customers. Targets and closes event business opportunities.
• Drives pre-tax profits through innovative pricing and contracting strategies.
• Develops comprehensive sales plan for assigned territory in conjunction with division sales plan and goals.
• Works in tandem with Technical Service Representatives and credit teams to assist customers through our waste disposal process. This includes but is not limited to proposal preparation, pricing, contracting, and billing related inquiries.
• Demonstrates superior sales and organizational skills.
• Identifies local market dynamics and defines and implements basic countermeasures to offset competitive campaigns, pricing deterioration, and/or changes to regulatory drivers.
• Assists in collecting receivables within contracted period.
• Communicates competitive and market information to management to assist in business unit planning and strategies.
• Maintains firm adherence to the management and control of confidential information.
• Provides monthly sales reports, commissions, and expenses on a timely basis.
• Attends industrial sales meetings and training classes as deemed appropriate.
• Performs special projects and other tasks as assigned by the Industrial Sales Manager.

Industrial Account Executive

Operations

• Ensures smooth operation of landfill: ongoing construction, permitting, leachate/gas management.
• Minimizes operational costs while maximizing productivity and maintaining safety and environmental compliance.
• Continually works to reduce turnaround time for trucks in and out of site.
• Accurately tracks waste volume and weight.
• Acts as a liaison, where necessary, for community relationships.
• Actively monitors ongoing permitting issues.
• Complies with and ensures adherence to WM’s Mission to Zero standards and regulations to encourage safe and efficient operations.
• Meets all financial review dates and corporate directed programs in a timely fashion.
• Oversees personnel needs of the department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
• Assists in the budget process as required.
• Ensures the cleanliness and maintenance of the physical property of the landfill through inspections and preventive maintenance programs with supervisors/employees.
• Conducts and/or attends and contributes to periodic safety meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
• Provides training and presentations as needed in a positive and professional manner.
• Updates and submits required reports in a timely manner.

Landfill Operations Manager

• Serve as the lead point of contact for customer account management matters in an assigned book of business
• Establish and maintain a high level of customer satisfaction with internal and external customers
• Build and maintain strong, long-lasting customer relationships
• Align Waste Management products and services with customer needs
• Propose solutions that are compliant with appropriate local, state and federal regulations
• Increase account penetration through consultative selling skills
• Negotiate, update, and renew customer service agreements to maximize profits
• Provide ongoing education of contract details
• Resolve challenging customer requests
• Collaborate with the Inside Sales Manager to resolve all customer escalations or issues
• Communicate rates, charges and service strategies with conviction
• Understand and effectively use customer incentives and concessions within appropriate profit targets and level of authority
• Use Waste Management sales productivity software tools accurately and consistently
• Prepare reports as needed and/or handle general administrative duties as appropriate

Payroll

• Supports end‑to‑end on‑cycle and off‑cycle payroll processing for approximately 60,000 multi-state salary and hourly employees, ensuring accuracy, compliance, and timeliness.
• Serves as an escalation point for complex payroll issues, including pay discrepancies, banking transactions, reversals, adjustments, and regulatory inquiries.
• Reviews and validates payroll calculations, reconciliations, third‑party files, funding, and outputs to ensure quality and control adherence.
• Monitors daily payroll processing activities, coordinates workloads, and helps reinforce priorities and expectations to ensure deadlines and service levels are met.
• Supports onboarding, coaching, knowledge transfer, and ongoing performance feedback for payroll processing team members.
• Collaborates with cross‑functional partners and third‑party vendors to support payroll changes, enhancements, testing, and issue remediation impacting payroll execution.
• Coordinates daily workloads and helps team members understand priorities and expectations.
• Reviews payroll reports and analytics to identify discrepancies, trends, risks, and opportunities for process improvement.
• Supports audits, internal controls, and compliance activities related to payroll, taxes, garnishments, and collective bargaining agreement requirements where applicable.
• Identifies opportunities to improve accuracy, efficiency, and standardization within payroll processing while maintaining strong control discipline.
• Maintains strict confidentiality and ensures sensitive payroll information is handled in accordance with company policy and regulatory standards.

Supervisor, Payroll Processing

• Leads payroll systems operations, enhancements, and integrations, ensuring system stability, scalability, and compliance with payroll and tax requirements.
• Serves as a subject matter expert for payroll data structures, calculations, validations, and downstream financial impacts.
• Collaborates with cross-functional partners and third-party vendors to execute system upgrades, drive testing and parallel testing activities, resolve defects, and support post-go-live hypercare.
• Identifies automation, standardization, and optimization opportunities to improve payroll processes and reporting efficiency.
• Monitors teamwork processes and procedures, serving as the first point of escalation on team-related issues to ensure timely resolution.
• Contributes to a strong functional team by supporting onboarding, coaching, development, and ongoing performance support for team members.
• Coordinates daily workloads and helps team members understand priorities and expectations.
• Evaluates case volume, analytical output, and quality metrics in a shared services environment to ensure service level commitments are met.
• Oversees auditing of payroll system transactions, reports, and electronic records to ensure data integrity, proper documentation, and compliance with internal controls.
• Supports payroll compliance activities related to Collective Bargaining Agreements, regulatory requirements, audits, and internal reviews.
• Partners with Payroll leadership to assess risks, analyze issues, and implement sustainable corrective actions.