Waste Management, Inc. (WM)

Role Description Sets up and maintains digital customer records and provides administrative support for the Technical Service Center and Manufacturing & Industrial Sales Team. Provides service and support for internal and external customers. Qualifications - High School Diploma or GED (accredited) - 1 year relevant work experience (in addition to education requirement) - Internal WM Employee (preferred) Requirements - Conducts routine data maintenance of sales, web, landfill, Visor and company landfill systems. - Performs data entry into WM systems. - Performs quality assurance reviews of account setups. - Prepares customized bills, exports from WM systems, and various letters and correspondence upon request. - Prepares volume and revenue reports for sales reps and customers. - Supports billing inquiries or special bills. - Coordinates waste profile renewals. - Maintains electronic and “hard copy” filing systems. - Provides customer support via phone and email. Benefits - Competitive total compensation package including medical, dental, vision, life insurance, and short-term disability. - Stock purchase plan. - Company matching on a 401(k). - Paid vacation, holidays, and personal days. - Benefits may vary by site.

Role Description This role is remote and not required to be in the office; however, this position requires that the candidate lives within 50 miles of the Phoenix business unit. Internal employees from Tupelo, MS, Coraopolis, PA, or Lombard, IL are eligible to apply. Responds same day to controllable and uncontrollable customer sales and cancellation requests assigned to the Inside Sales Channel. Through the development and implementation of sound sales and retention strategies and the use of effective selling and negotiation skills, maximizes revenues and minimizes the impact of cancellation requests and rate rollbacks. Secures updated contract agreements from customers. Essential Duties and Responsibilities - Sells and saves by handling all customer sales and cancellation requests. - Provides ongoing education of contract details to existing customers. - Obtains customer contract commitments using sound telephone-based negotiation practices. - Resolves escalations for customer service within the defined territory. - Generates revenue growth by utilizing a consultative selling approach in the acquisition and retention of current WM customers. - Establishes and maintains a high level of customer satisfaction. - Communicates with the Market Area Sales Manager to support and resolve unique customer issues. - Reduces lost accounts by diffusing cancellation requests. - Increases revenue and profitability by executing sound plans on sales and retention calls. - Matches WM services with customer needs by demonstrating knowledge of customers, pricing, and competition. - Effectively uses WM sales productivity software tools (i.e., Prospect and Customer Database, Proposal Program, Pricing Tools, Genesys, Green Pages, etc.). - Acquires in-depth industry and company knowledge to prepare complex proposals and make recommendations on equipment optimization and leasing options. - Proposes customer solutions compliant with appropriate local, state, and federal regulations. - Updates and secures customer service agreements. Qualifications - Must live and work in the US. - Education: High school diploma or GED (accredited) and one year of relevant work experience. - Experience: One (1) year of consumer-based industry sales (in addition to education requirement). - Internal requirements include nine (9) months of proven success in a position involving customer interaction. - Certificates, Licenses, Registrations or Other Requirements: None required. - General Competencies Include: - Build Relationships - Communicate With Impact - Demonstrate Professionalism - Make Sound Decisions - Think Strategically - Proficient with Computer and Software Applications - Produce Results - Know the Business - Influence and Negotiate - Manage Work/Time - Use Ethical Practices Work Environment - Normal setting for this job is: Remote / work from home, customer industrial facilities, corporate offices, airports, hotels. - Attire for this job is: business, business casual. - The expected base range for this position across the U.S. is $19.50 - $20.50. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description Independently and consistently performs Business Analysis and Project/Program Management by acting as a liaison between Technology and the business on requests for new systems and enhancement of existing systems. Conducts business process analysis, needs assessments and preliminary cost/benefit analysis, in addition to project timelines and program road mapping in an effort to align Technology solutions with business strategies. - Project management, including working with the project team to ensure timely and accurate deliveries. - Develop and support SBS system requirements, enhancements, and updates. - Deliver clear requirements that meet users’ needs and are technically feasible and compliant with WM internal development standards and practices. - Assist the business in the creation of strategic roadmaps, as well as driving the deliverables identified and ongoing backlog grooming. - Develop compelling business cases and ROI models. - Act as the key interface between business stakeholders, the user community, and the IT community. - Partner with all levels of IT, including architects and developers, on architecture, design, and developing logical and physical data models. - Communicate changes and enhancements verbally or through written documentation to developers, sponsors, and business stakeholders. - Participate in and provide analysis shaping requirements, development estimates, and system designs. - Work with test and QA to validate that releases match the requirements set for them. - Attend monthly releases and perform SIT testing. Qualifications - Bachelor's Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant work experience. - 5 years of project management and/or business analysis experience (in addition to education requirement). - Preferred: CBAP. - Preferred: PMP. Requirements - Repetitive Motions. - Eye/Hand/Foot Coordination. - Sitting. - Talking. - Hearing. - Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Benefits - Competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. - Stock purchase plan. - Company matching on a 401(k). - Paid vacation, holidays, and personal days. - Benefits may vary by site.

Role Description Responsible for conducting assigned workplace investigations. - Investigates employee complaints of employment practices, including, but not limited to, discrimination, harassment, sexual harassment, retaliation, employee relations, and code of conduct violations. - Meets established performance metrics. - Conducts analysis and produces high quality written investigation summaries and reports; the investigator will generally work independently, partnering with appropriate personnel throughout the investigative process. - Meets established timelines and treats all individuals engaged in the complaint process with sensitivity and respect. - Follows established investigation and case management procedures. - Creates investigative plan, coordinating and conducting party and witness interviews promptly and thoroughly. Provides parties with information about the investigatory process and applicable rights and policies. - Gathers and secures relevant evidence and documentation. - Keeps detailed, consistent, and accurate records in case management system. - Maintains timely communication with all involved parties and key stakeholders. - Makes credibility assessments and maintains accurate records of interviews. - Ensures prompt, fair, and neutral investigatory processes for all parties. - Manages conflicts and competing priorities within a matrixed and complex organization. - Maintains the highest degree of confidentiality and sensitivity for all issues. Qualifications - Must live and work in the U.S. - Bachelor's Degree (accredited) in Business Administration or similar area of study or High School Diploma or GED (accredited), and three years of relevant work experience. - 4 years of relevant work experience in addition to education requirements. Requirements - Knowledge and understanding of employment practices. - Requires problem solving capabilities, strong analytical skills and the ability to react quickly and discreetly in sensitive situations. - Must have excellent interpersonal, written and oral communication skills, including active listening skills. - Good negotiation skills. Capable of bringing others together and trying to reconcile differences. - Good active listening skills. Listening to what other people are saying and asking questions as appropriate. - Know how to find information and identify essential information. - Problem identification skills. Identifying the nature of problems. - Ability to work independently and collaboratively in a team. - Time management skills. - Foreign language proficiency in Spanish or French a plus. Benefits - At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. - Stock Purchase Plan, Company match on 401K, and more! - Paid Vacation, Holidays, and Personal Days. - Please note that benefits may vary by site.

Role Description Must live near a major airport, 100% travel required. As a Corporate WMHS Way Coach, you will work with facility and Area leadership to coach and train Operations, Fleet, and Dispatch Leaders and other Department groups to align business solutions with the company's strategic goals and initiatives. Essential Duties and Responsibilities - Champions the implementation and continuity of WM Way process across the WMHS Leadership teams. - Supports mindset and coaching development. - Works with management and individual team leaders by contributing strategic vision and integrating a broad range of ideas regarding business solutions development. - Contributes high-level expertise in business processes and systems analysis while considering the business implications to the current and future business environment. - Works with internal and external customers, suppliers, and other partners to resolve problems, respond to suggestions for improvement and enhancements, and test, refine and institutionalize solutions. - Drives and Monitors projects and the organization toward achieving business results. - A source of direction, training, and guidance for less experienced staff demonstrating coaching, mentoring, and leadership skills. Qualifications - WMHS or WM Management Experience - Ability to travel 100% of the time, must live near a major airport. - Bachelor's Degree (accredited) Required or High School Diploma or GED (accredited) and four (4) years of relevant work experience in transportation/logistics. - Facility Manager, District Manager, District Operations Manager, Sr Operations Manager, or similar experience (preferred). - 2 years of relevant WMHS work experience in a Leadership / Supervisory role (in addition to education requirement). Requirements - This job frequently operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Benefits - 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. - Expected salary range for this position is $101,500 - $135,000.

Role Description This position is remote and will support the Southern Tier. Partners with Industrial Sales team to drive industrial and hazardous waste sales revenue growth. Provides customer service and support for internal and external customers. Applies technical knowledge to consult with existing and potential customers on transportation and disposal options. Leads process change initiatives and contributes to the onboarding of new employees. Assists with daily leadership and acts as subject matter expert for other Representatives. Essential Duties and Responsibilities - Assists customers in developing transportation and disposal options for the management of industrial and hazardous wastes. - Applies technical knowledge to assist customers with testing parameters and proper completion of profiles, manifests, and appropriate forms. - Processes profiles, contracts and credit requests, schedules pick-ups, resolves billing inquiries, and resolves customer issues. - Develops economic and practical solutions for customers using competitive pricing tools. - Develops customized proposals and prepares correspondence. - Effectively utilizes, coordinates, and cultivates relationships with internal and external customers. - Contributes to the achievement of the assigned territory revenue goals for the Industrial sales teams. - Maintains and builds upon existing customer relationships through active account management and retention including the administration of profile renewals, regulatory updates, and new service offerings. - Leverages existing customer relationships to identify new waste stream opportunities. - Drives new opportunities through the use of written correspondence, collateral materials, email, and phone calls. - Provides leads to account managers and program managers using WM sales management tools. - Conducts effective probing of inbound customer calls to identify the proper methodology to “close” the customer. - Assists account managers with receivables and collections issues. - Handles inbound customer calls and referrals from account managers. - Delegates data entry, manifest preparation, filing, and other basic administrative tasks to Industrial Sales Coordinators. - Performs special projects and other duties as assigned by supervisor. - Trains and mentors new and existing Technical Service Representatives and Industrial Sales Coordinators. - Prepares material and conducts training sessions for non-TSC employees (i.e. Hauling Division, Sales team, Billing Clerks, and Landfill Scalehouse Clerks). - Supervises Technical Service Center in TSM’s absence. - Monitors real-time contact handling performance and proactively reacts to service delivery issues. - Leads team huddles and team meetings. - Subject matter expert on the floor utilized by team for answering questions and gathering team feedback. Qualifications - Must live and work in the US. - High School Diploma or GED (accredited). - 3 years industry experience (in addition to education requirement). - Applicable regulatory training. Physical Requirements - This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Pay The expected base pay for this position across the U.S. is $53,770. This 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. In addition, this position is eligible for commission. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description The Customer Experience Supervisor is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This role involves managing personnel needs, including hiring, training, coaching, and evaluating employees, while contributing to decisions on termination, compensation, and promotions. The supervisor monitors and enhances customer service performance by analyzing feedback, identifying process improvements, and implementing strategies to meet or exceed service goals. Additional responsibilities include: - Enforcing company policies - Mentoring team leads - Developing training programs - Managing call center schedules - Resolving escalated inquiries - Compiling reports - Analyzing budgets and financial data - Ensuring operational efficiency and customer satisfaction Preference to hire from within the current WM CE Team. Supporting Eastern & Central time zone market areas. Essential Duties and Responsibilities - Provides day-to-day management and support to customer service staff. - Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. - Provides input into termination, compensation, and promotion decisions. - Monitors and evaluates customer service performance. - Identifies operational issues and process improvements, and implements strategies to improve performance. - Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal. - Evaluates customer feedback through various channels. - Identifies process improvements and implements performance improvement mechanisms. - Communicates and enforces company policies and procedures. - Develops and implements customer service performance standards. - Mentors Lead Customer Service Representatives. - Determines training needs and establishes programs. - Compiles all customer service reporting requirements. - Develops and analyzes budgets, reports, and financial data. - Investigates and resolves escalated customer service inquiries. Supervisory Responsibilities - Direct supervision of 18 full-time employees. Qualifications - Education: High School Diploma or GED (accredited) - Experience: 5 years of relevant work experience - Call center or customer service experience and supervisory/management skills required. Requirements - Must live and work in the US. - None required for certificates, licenses, or registrations. Work Environment - Normal setting for this job is: Remote/ Supporting Eastern & Central time zones. - The expected pay range for this position across the U.S is $65,700 - $83,800K. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. Company Description WM is North America's leading provider of comprehensive environmental solutions. 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 provides collection, recycling, and disposal services to millions of residential, commercial, industrial, medical, and municipal customers throughout the U.S. and Canada.

Role Description The primary objective of this role is to execute the onboarding of strategic accounts across all areas. The Customer Success Manager is responsible for building the initial relationship with the client while overseeing onboarding activities and managing communication between the company and the client. The role ensures a complete and successful onboarding before transitioning the client to their permanent account team for ongoing support. - Work directly with customers and internal stakeholders to ensure timely, accurate, and complete execution of complex implementation project plans. - Serve as an internal and customer-facing subject matter expert on implementations and impacts of non-standard use cases. - Provide practical guidance on operationalizing processes, data flows, and regulatory impacts; lead client trainings to optimize engagement. - Partner with functional teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement. - Build and sustain strong relationships with clients during the implementation phase, acting as a strategic advisor by understanding their objectives and challenges; transition relationship to the account team post-implementation. - Lead meetings with customers and internal stakeholders, document and manage action items, and ensure timely execution of project plans. - Engage across the customer’s organization and work cross-functionally to identify opportunities and risks around timelines and business processes; present recommendations and solutions. - Act as a client resource to escalate and address implementation activities, including issue resolution. - Accountable for onboarding analytics and reporting, including customer access, ensuring all information is current, and referencing dashboards during engagements. - Ensure all internal and external data inputs are accurate for successful implementation. - Partner with Billing to confirm billing definitions and ensure first invoice accuracy. Qualifications - Bachelor's Degree in Project Management, or a related field; or in lieu of degree, High School Diploma GED (accredited) and 4 years of relevant work experience. - 7 years of related work experience (in addition to education requirement). - Ideally looking to hire from within the SBS team. Requirements - Must live and work in the US. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route for residential, commercial and roll-off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers that includes Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to manage same day ticket routing as well as preparing all routes for the next day. Shifts vary with the potential for overtime and Saturday hours depending on each Market area dispatch center needs. Some travel (up to 15%) may be required to work face to face with sites dispatcher is responsible for. Essential Duties and Responsibilities - Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction. - Works with sites and the service department to optimize routes based on needs of the customer. - Determines the daily level of driver staffing to provide best mix of responsiveness and productivity. - Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assuring route completion. - Handles fields incoming calls and e-mails from customer service and sales department; manages requests for all pick-up or delivery on any container movement within the Market area. - Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service. - Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues. - Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking driver movement in the field. Qualifications - Education: High School Diploma or G.E.D (accredited). - Experience: Six (6) months of relevant work experience working in a team setting, with the ability to communicate to several areas effectively. - Multi-tasking in a fast-paced work environment with excellent organizational skills. - Computer skills with ability to handle multiple monitors, programs and systems. - Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices. - Must have the desire and ability to learn WM proprietary software applications. Work Environment - Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday. - Normal setting: Home office with reliable internet connection and a quiet workspace. Pay The expected base pay range for this position across the U.S is $21.47 - $23.00 hourly. 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 - Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

Role Description Remote position to include virtual training! Dispatch experience and flexible schedule needed! Multitasker with a sense of ownership will thrive! A true team player with integrity and strong communication skills is a great fit! Shift:   Wed:  4am - 11:45am CT Thurs - Sat: 4am - 3:15pm CT Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, including customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending on particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts. Qualifications - Education: High school diploma or G.E.D. (accredited). - Experience: Six (6) months relevant work experience. - Computer skills with ability to handle multiple programs and systems. - Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices. - Must have the desire and ability to learn Waste Management proprietary software applications. Requirements - Works with routing specialists, route managers, and the service department to optimize routes. - Dispatches drivers to calls as they are received, using information on customer needs, drivers' locations and loads, and daily factors to balance cost and speed of response. - Fields incoming calls from customers, and e-mails from customer service and sales department; managing requests for pick-up or container delivery and ensuring same-day service. - Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues. - Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues. - Assists in determining daily level of driver staffing to provide best mix of responsiveness and productivity. - Records and documents information from Drivers and distributes to appropriate departments. - Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues. Benefits - The expected base pay rate for this position across the U.S. is $20.00 - $22.00. - Each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. - Stock Purchase Plan, Company match on 401K, and more! - Paid Vacation, Holidays, and Personal Days. - Please note that benefits may vary by site.