Customer Service Representative

Feel the pride and the rewards of working for one of the world's most successful companies. From fleet maintenance & operations to sales & service, each member of our team plays an integral role in providing important environmental solutions. Each person is rewarded for their talent with great compensation and life-enhancing benefits. We are a Fortune 150 company and the largest in our industry. Share your talent with an industry leader. I. Job Summary The Customer Service Rep position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations. II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.  Fields single-market customer service inquiries and transactions of low level complexity from a single line of business' (residential, commercial or industrial) customers independently and proficiently: - Communicates concise and accurate information. - Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. -  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 Waste Management. -   Supports other service lines when required. -   Escalates more complex issues to appropriate level. -    Uses authorized system to gather information, provide information, and/or update customer records. -    Provides standard information and education regarding service options, charges, billing, and contracts. -   Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals. -   Completes cross training with Operations, Sales and Billing. -   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. Qualifications: The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience Required: High school diploma or G.E.D, and zero to two years previous experience. Preferred: High school diploma or G.E.D, plus additional or specialized training, and zero to two years previous experience. *    Excellent verbal, written and analytical skills *    Computer skills - MS Office *    Typing Skills *    Professional phone 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 *    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. 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. We offer a competitive total compensation package, unbeatable Health Care Benefits, Life Insurance, Short Term Disability, Vacation, Personal Days, Stock Purchase Plan, Incredible 401k plan, Tuition Payback, Family Assistance, Adoption Assistance and More! We are an Equal Opportunity/Affirmative Action Employer/M/F/D/V To Apply for this position, please CLICK HERE