Job Description

Job Category: CE Operations
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I. Job Summary
The Customer Service Representative II position processes customer service requests received within the contact center via all interaction channels. Interaction channels include inbound calls, outbound calls and email service requests. The individual serves as the end-to-end point of contact for customers, resolving customer requests with superior accuracy and attention to detail.
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.

• Handles incoming calls, emails, inquiries and transactions from various segments within the book of business.
• Communicates concise and accurate information in both verbal and written communications.
• Collaborates with team members to meet overall contact center objectives and enhance the service experience in a manner that exceed our customers' expectations and differentiates the organization from its competitors.
• Documents each interaction ensuring service, pricing and other required information are entered into the ticketing system.
• Resolves customer escalated issues quickly and efficiently by engaging the proper internal and external partners.
• Confirms understanding of customer needs, issues, and requests.
• Ability to quickly transition between interaction channels, ensuring quality service when communicating in all mediums.
• Uses authorized system to gather and provide information and/or update customer records.
• Strives to meet or exceed service and operational goals established for the contact center, including productivity, quality, safety and timeliness goals.
• Open to feedback and coaching, applies information to improve service provided to the customer.
• 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 GED (accredited).
• Experience: Two (2) years of customer service experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• Proficient in MS Office.
• Strong keyboarding skills and words per minute.
• Professional verbal and email communication skills.

C. Other Knowledge, Skills or Abilities Required

• Excellent verbal, written and analytical skills.
• Computer skills - MS Office.
• Typing skills.
• Professional phone and email 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.
• Be punctual at work.
• 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 responds promptly to service requests to meet customer commitments.
• Demonstrates 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;
• Normal setting for this job is: office setting.

The expected base pay range for this office position is $48,000 - $52,000 . 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. This position is for an existing vacancy.
Benefits
At Waste Management, 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 RRSP, 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 Us: ABOUT WM
WM ( ) 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 .
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.
About the Team: What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It's a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family - from benefits, to resources and engagement activities.
We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.

Skills Required