Builders Direct Desk Agent (Portland, OR or Kirkland, WA)

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

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.

I. Job Summary

Builders Direct is a specialized department that handles temporary dumpster needs mostly for construction sites in the PNW (Washington, Oregon, BC, Idaho), like a call Center, but for a specific audience only, and a premier service of WM. Builders Direct is very much a customer oriented small team that works closely with each other to meet their goals. Builders’ Direct serves as a point of contact for the customer and construction sales reps by handling calls and emails while also working closely with our internal partners such as operations and dispatch.

Will be required to work a shift starting as early as 6:30am and ending as late as 5:30pm. Shifts rotate monthly. This is a work from home role but candidates must live within driving distance to a WM office in Portland, OR or Kirkland, WA.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Fields incoming calls for the construction department.
• Acts as lead contact for and liaison to construction customers and operations.
• Works to understand customers' needs, issues and requests.
• Establishes and maintains a high level of customer satisfaction by working with customers, operations, sales and set-up departments to resolve issues including escalated and complex customer service issues.
• 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.
• Initiates outbound calls to customers to ensure resolution of issues, customer satisfaction and to build loyalty.
• Provides information and education to customers regarding service options, charges and billing questions.
• Other duties as assigned.

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 G.E.D (accredited).
Experience: Two (2) or more years previous customer service experience (in addition to education requirements).

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

General Competencies Include:

• Customer Service
• 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

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;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is a home office setting.

The expected base pay range for this hybrid position is $22.21 - $27.76/hour. 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. In addition, this position is eligible for incentive pay.

Employees will also receive at least 120 hours of paid time off per year, accrued on a payroll period basis and 7 paid holidays throughout the calendar year. The Company provides this paid time off to comply with its obligations to provide paid sick and safe time (“PSST”) under Washington state law and local ordinances.

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.�