Customer Service Representative II

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.

I. Job Summary

The Customer Service Representative II position receives and processes inquiries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. The role manages a high volume of inbound and outbound interactions from CE partners via telephone and email.

Location : Sonora, must be onsite and live local.

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.

Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and / or public sector customers for assigned market area(s).

Utilizes excellent and professional written and verbal communication skills to respond to incoming requests. Provides education and information regarding accounts, charges, billing, and contracts that may be standard or advanced.

Communicates concise and accurate information.

Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.

Maintains customers’ accounts by processing service change and billing requests.

Confirms understanding of customer needs, issues, and requests.

Listens for and identifies opportunities to cross sell additional products and services.

Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within WM.

Escalates more complex issues to appropriate level.

Supports other service lines when required; proficient in multiple queues / service lines.

Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.

Responsibilities may include, but are not limited to system queries, report management, and liaison among internal CE partners.

Completes cross training with Operations, Sales and Billing.

Able to perform outbound calling campaigns, as needed.

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 G.E.D (accredited)

Experience : Two (2) years previous experience in customer service or call center environment handling customer requests, account or order changes and issues.

Preferred : One (1) or more years of experience as a WM Customer Service Representative

B. Certificates, Licenses, Registrations or Other Requirements

Excellent verbal, written and analytical skills

Proficiency in MS Office

Strong Keyboarding Skills

Professional phone and email communication skills

A positive and engaged attitude

Handle the stress of multi-tasking

Possesses an energetic and tenacious achievement orientation

Utilize multiple applications (4 ) on one or more screens

Ability to react well under pressure and treats others with

Identifies and resolves problems in a timely manner

Excellent time management skills to prioritize and plan 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

Show inquisitiveness and eagerness to gain business-related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and / or knowledge

C. Other Knowledge, Skills or Abilities Required

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 : office setting.

The expected base pay for this office / on-site position is $ 18.39 _. 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

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."

Equal Opportunity Employer : Minority / Female / Disability / Veteran

Salary : $18