Waste Management

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

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.

Location: Sonora, must be onsite and live local.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• 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. Supervisory Responsibilities

• This job has no supervisory duties.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

• Education: High school diploma or G.E.D (accredited)
• Experience: Two (2) years previous experience in customer service or call center environment handling customer requests, account or order changes and issues.
  • Preferred: One (1) or more years of experience as a WM Customer Service Representative

B. Certificates, Licenses, Registrations or Other Requirements

• Excellent verbal, written and analytical skills
• Proficiency in MS Office
• Strong Keyboarding Skills
• Professional phone and email communication skills
• A positive and engaged attitude
• Handle the stress of multi-tasking
• Possesses an energetic and tenacious achievement orientation
• Utilize multiple applications (4+) on one or more screens
• Ability to react well under pressure and treats others with
• Identifies and resolves problems in a timely manner
• Excellent time management skills to prioritize and plan work activities
• Focuses on solving conflicts and listening to others without interrupting
• Is consistently at work and on time
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center’s 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
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
• Show inquisitiveness and eagerness to gain business-related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge

C. Other Knowledge, Skills or Abilities Required

• None required.

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is: office setting.

The expected base pay rate for this office/on-site position is $18.39. 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.

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.

If this sounds like the opportunity that you have been looking for, please click "Apply."

ABOUT WM

WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons, or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.