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Job Details

CSR II Non Sales

Company name
Waste Management, Inc.

Location
Oakland, CA

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Profile

Waste Management (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.Grow you career! Grow your network! Grow with Waste Management!If you bring the passion for customer service, we will give you a fun and engaging work environment, a great compensation and benefits package, and opportunities to grow with our organization. Waste Management is looking for goal oriented, Customer Focused\u00a0Service Representatives like you to provide world-class customer service to our customers. What are you waiting for apply today! I. Job Summary The Customer Service Representative II 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\u2019 expectations. 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. Fields single-market customer service inquiries and transactions of low to mid level complexity from 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\u2019s advocate by solving problems on the customer\u2019s behalf by engaging the right department and people within Waste Management.Escalates more complex issues to appropriate level.Supports other service lines when required; proficient in multiple queues \/ service lines. Uses authorized system to gather and 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. Able to perform outbound calling campaigns: Initiates calls to customers to ensure that issues are resolved, to ensure customer satisfaction, to survey service satisfaction and follow-up on customer focus cards.Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups, and other customer-related issues. 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 GED (accredited). Experience: 2 years previous experience in Customer Service. Internal candidates must be performing in an above average capacity in their current position, be an employee in good standing and have worked at WM for 12 months. B. Certificates, Licenses, Registrations or Other Requirements Excellent verbal, written and analytical skills Computer skills \u2013 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\u2019s 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. C. Other Knowledge, Skills or Abilities Required None required.\u00a0 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. Normal setting for this job is: office setting. 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 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

Company info

Waste Management, Inc.
Website : http://www.wm.com

Company Profile
Waste Management is the largest environmental solutions provider in North America, serving more than 20 million customers in the U.S., Canada and Puerto Rico. As part of our strategy, we are committed to developing new waste solutions that can help communities and organizations achieve their green goals, including zero waste. With the largest network of recycling facilities, transfer stations and landfills in the industry, our entire business can adapt to meet the needs of every distinct customer group. In 2012, we worked with over 100 Fortune 500 companies and helped over 150 different communities become greener.

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