• About Our Client:
The organization operates in the environmental services industry, addressing the complex challenge of waste management across North America. It provides collection, recycling, and disposal services to a diverse customer base including residential, commercial, industrial, medical, and municipal sectors throughout the U.S. and Canada. By leveraging extensive infrastructure and capabilities, the program aims to deliver comprehensive environmental solutions at scale.
• About the Opportunity:
The WM Cares Representative serves as a key point of contact for escalated customer issues, managing inquiries from multiple channels and ensuring timely resolution. This role is responsible for advocating on behalf of customers, collaborating with various internal departments to address concerns, and contributing to the overall effectiveness of the customer service function. The position plays a critical role in enhancing customer satisfaction and retaining customers by resolving complex service issues.
• Responsibilities:
• Manage escalated customer contacts from various channels including phone, social media, email, and complaints
• Conduct root cause analysis to ensure proper handling of escalations
• Serve as the end-to-end contact for customer resolution calls
• Collaborate with Customer Service Representatives to meet call center objectives
• Research customer history to address inquiries accurately
• Communicate clear and concise information to customers
• Advocate for customers by engaging appropriate departments
• Support all service lines as needed based on customer issues
• Use authorized systems to gather and update customer information
• Provide information on pricing, service options, charges, billing, and contracts
• Adhere to call center standards for quality, productivity, safety, and timeliness
• Complete cross-training with Operations, Sales, and Billing
• Perform outbound calls when necessary
• Coordinate with sales and operations for follow-ups on leads, setups, and missed pickups
• Attempt customer retention by exploring cancellation reasons and offering alternatives
• Maintain and create customer service reports as required
• Requirements:
• High School Diploma or GED (accredited)
• Minimum of two years of direct call center experience
• Ability to handle and back up all incoming calls
• Capacity to cross-train and develop lead CSR skills
• Strong verbal, written, and analytical skills
• Proficient computer skills including MS Office and typing
• Professional phone etiquette
• Ability to multitask and work well under pressure
• Respectful interpersonal skills
• Problem-solving and conflict resolution abilities
• Consistent attendance and punctuality
• Ability to work independently and collaboratively to meet call center standards
• Flexibility to adapt to frequent changes in the work environment
• Skill in managing difficult or emotional customer situations promptly
• Accuracy and thoroughness to meet productivity standards
• Pay Range and Compensation Package:
• The expected starting pay range for this position is $19.76 to $24.71 per hour, with final salary influenced by experience, education, certifications, qualifications, and location.
• Benefits & Perks:
• Medical, Dental, Vision, Life Insurance, and Short Term Disability coverage
• Stock Purchase Plan
• Company match on 401K plan
• Paid Vacation, Holidays, and Personal Days
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.