Experienced Customer Call Center Representative - Remote Opportunity with WM

Join the WM Team as a Customer Call Center Representative and Drive Success in a Dynamic Remote Environment

WM, North America's largest comprehensive waste management environmental solutions provider, is seeking a highly skilled and motivated Customer Call Center Representative to join their team in a remote capacity. As a key member of the customer service team, you will play a critical role in delivering exceptional customer experiences, driving sales, and retaining customers.

About WM and the Customer Call Center Representative Role

WM is driven by commitments to put people first and achieve success with integrity. With a strong presence in the waste management industry, WM provides collection, recycling, and disposal services to millions of customers across the US and Canada. As a Customer Call Center Representative, you will be the primary point of contact for customers, handling a high volume of inquiries via phone, email, live chat, and self-service channels. You will be responsible for resolving customer issues, providing education on WM's services, and identifying opportunities to cross-sell and retain customers.

Key Responsibilities

• Handle customer service inquiries and transactions independently and proficiently, using authorized systems to gather and provide information.
• Demonstrate active listening skills, confirm understanding of customer needs, and provide one-call resolution to customer issues.
• Communicate concise and accurate information, and identify opportunities to cross-sell additional products and services.
• Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Support other service lines when required, and attempt to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Meet or exceed service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
• Complete cross-training with Operations, Sales, and Billing to enhance knowledge and skills.

Essential Qualifications

To be successful in this role, you will need:

• A high school diploma or G.E.D (accredited).
• One (1) year of previous customer service experience.
• Excellent verbal, written, and analytical skills.
• Computer skills, including MS Office.
• Typing skills and professional phone etiquette.
• The ability to multitask, react well under pressure, and treat others with respect.
• A reliable high-speed internet connection (minimum 50mbs download and 10mbs upload) and a private workspace.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Bilingual skills in Spanish.
• Previous experience in a call center environment.
• Knowledge of waste management industry or related field.

What We Offer

At WM, we offer a competitive total compensation package, including:

• Medical, Dental, Vision, Life Insurance, and Short-Term Disability.
• Stock Purchase Plan and Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.
• Opportunities for career growth and professional development.

Work Environment and Company Culture

As a remote Customer Call Center Representative, you will work in a dynamic and fast-paced environment, with the flexibility to work from home. WM is committed to creating a positive and inclusive work culture, with a focus on People First, integrity, and sustainability.

Training and Support

WM provides comprehensive training and support to ensure your success in this role. You will be required to attend a 7-week virtual training program, starting on either September 9, 2024, or September 30, 2024.

Career Growth Opportunities

At WM, we are committed to your growth and development. As a Customer Call Center Representative, you will have opportunities to advance your career, develop new skills, and take on new challenges.

Compensation and Benefits

The expected salary range for this position is $15.00 - $20.00 per hour, depending on your relevant experience, education, training, certifications, qualifications, and work location. We offer a comprehensive benefits package, including medical, dental, vision, life insurance, and short-term disability.

Why Join WM?

WM is a leader in the waste management industry, with a strong commitment to sustainability and customer service. By joining our team, you will be part of a dynamic and growing organization, with opportunities to make a positive impact on the environment and your community.

If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity. Please submit your application today to join the WM team as a Customer Call Center Representative.