I. Job Summary The WM Cares CSR position receives and processes escalated and Corporate contacts from customers across the enterprise from all channels which include: phone calls from customers, forwarded calls, Better Business Bureau complaints, Social Media, Email, etc. Touch points with the call centers across the enterprise to ensure customer resolution, root cause analysis and proper handling of the customer escalations. They will be empowered to follow a process for customer resolution 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 (CSR) to meet overall call center objectives and enhance the customer service function to exceed all customers expectations. Preference to hire from within the current WM CE Team 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 or multiple-market customer service inquiries and transactions of a mid to high level of complexity from residential, commercial or industrial customers independently and proficiently: - Quickly research the customers history to speak to any given situation - Communicates concise and accurate information. - Confirms understanding of customer needs, issues, and requests; includes quick resolution skills - 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 all service lines as required by the customer situation. - Uses authorized system to gather information, provide information, and/or update customer records. - Provides standard and sometimes more advanced information and education regarding pricing, service options, charges, billing, and contracts. - Adheres to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals. - Completes cross training with Operations, Sales and Billing. - Performs outbound calling when required. - 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. - As required by management, maintains routine customer service related reports and creates reports as requested. III. Supervisory Responsibilities This job has no direct supervisory duties. This position does not have hiring/ firing or employee disciplinary authority. IV. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US. A. Education and Experience Education: High School Diploma or GED (accredited). Experience: Two years of prior work experience at a direct call center. B. Certificates, Licenses, Registrations or Other Requirements None required. C. Other Knowledge, Skills or Abilities Required - Ability to work in and/or back-up all incoming call - Ability to cross train and develop Lead CSR skills - 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 - 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. Normal setting for this job is: Remote; must be within 50 miles of a CE location The expected starting pay range for this position across the U.S. is $19.76- 24.71/hr. 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. Benefits At WM, 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. If this sounds like the opportunity that you have been looking for, please click “Apply.” ABOUT WM WM (WM.com) 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, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical 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 pursue 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 a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com. 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. 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.