Customer Service Representative II

📋 Description

• Independently and effectively manages customer service inquiries and transactions of varying complexity levels from residential, commercial, industrial, and/or public sector clients within designated market areas.

• Employs outstanding and professional written and verbal communication skills to address incoming requests.

• Offers education and information regarding accounts, billing, charges, and contracts.

• Communicates clear and precise information.

• Establishes customer accounts by negotiating and documenting service types, pricing, billing, and other essential details.

• Maintains customer accounts by processing service changes and billing requests.

• Confirms understanding of customer needs, concerns, and requests.

• Actively listens for and identifies opportunities to cross-sell additional products and services.

• Acts as the customer's advocate by resolving issues on their behalf and engaging the appropriate department and personnel within WM.

• Escalates more complex issues to the appropriate level.

• Provides support to other service lines as needed; proficient in multiple queues/service lines.

• Complies with service and operational standards set for the call center, including quality, productivity, service machine, safety, and timeliness objectives.

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

• Completes cross-training with Operations, Sales, and Billing.

• Capable of performing outbound calling campaigns when necessary.

• Attempts to retain customers who call to cancel services by probing for cancellation reasons and proposing alternatives.

• Strives to achieve or exceed service and operational goals established for the call center.

⛳️ Requirements

• High School Diploma or GED (accredited)

• 2 years of prior experience in customer service or a call center environment, managing customer requests, account or order changes, and issues

• 1 year of experience as a WM Customer Service Representative

🏝️ Benefits

• Medical

• Dental

• Vision

• Life Insurance

• Short Term Disability

• Stock Purchase Plan

• Company match on 401K

• Paid Vacation

• Holidays

• Personal Days