| Job Description: ||
The Customer Service Representative position receives and processes service and sales calls from residential customers and serves as the end-to-end point of contact for these customers. The Customer Service Representative (hereinafter, CSR) is responsible for closing new customer sales utilizing a consultative selling approach. They are responsible for maintaining current customers by utilizing creative problem solving and negotiation skills to resolve customer issues. Additionally, they handle service requests and changes and act as the customer's focal point to maintain strong customer relationships. The CSR is expected to collaborate with their team of Customer Service Representatives to meet overall call center objectives and enhance the customer service experience while working to exceed all customers' expectations.
-High Impact Communication
-Building Customer Loyalty
-Sales Ability / Persuasiveness
-Technical / Professional Skills and Knowledge
-Contributing to Team Success
Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other ancillary duties may be assigned.
Presents WM products and services that will benefit the customer by meeting customer needs.
Offer, quote, and close prospective customer sales using knowledge of Waste Management products and services.
Cross-sells new products and services to existing customers by educating customers on WM environmental solutions.
Meets or exceeds sales objectives such as offering, quoting, closing and revenue generation.
Meets or exceed, service and operational goals established for the call center, including quality and productivity.
Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment.
Fields customer service inquiries and transactions of a mid to high level of complexity from residential customers inclusive of:
Communicates concise and accurate information.
Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
Confirms understanding of customer needs, issues, and requests.
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 additional service lines as required.
May handle multiple area customer service inquiries and transactions proficiently.
Escalates more complex issues to appropriate level.
Uses authorized system to gather information, provide information, and/or update customer records.
Provides standard and sometimes more advanced information and customer education regarding service options, charges, billing, and contracts.
Effectively uses Waste Management business software tools (i.e., Pricing Tools, AMP, SalesForce, Record Setter, Proposal master, EPLM, etc).
Adheres to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals.
Strives to meet or exceed service and operational goals and metrics established for the call center, including productivity, quality, and timeliness goals.
Completes cross training with Operations, Sales, Marketing, product development and Billing.
Occasionally performs outbound calling campaigns based on business needs.
Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
Presents a positive disposition and maintains constructive interpersonal relationships when under stress.
As required by management, maintains and produces reports as requested.
This job has no direct supervisory duties, however may act as a Lead ICR as required by management.
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: High School Diploma or G.E.D. and a minimum of 2 years working in a customer service or call center environment handling customer requests, account or order changes and issues.
Preferred: A four-year degree or six years of experience. Training or experience in a consultative selling approach.
Internal candidates must be performing in an above average capacity in their current position, be an employee in good standing and have worked at WM for 12 months.
No written or final disciplinary actions of any type within 90 days prior to eligibility of achieving level status.
B. Certificates, Licenses, Registrations or Other Requirements
Proficiency in MS Office,
Strong Keyboarding Skills WPM (35 )
Professional phone etiquette.
C. Other Knowledge, Skills or Abilities Required
Excellent verbal, written and analytical skills.
A positive and engaged attitude
Handle the stress of multi-tasking as well as ability to 'talk and type'.
Possesses an energetic and tenacious achievement orientation.
Utilize multiple applications (4 ) on one or more screens.
Ability to react well under pressure and treat others with respect.
Identifies and resolves problems in a timely manner.
Good 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.
Works 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.
Manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.
Show inquisitiveness and eagerness to gain sales or business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge.
Be able to successfully pass a pre-employment background check and drug screening
Legally eligible to work in the United States.
18 years of age or older.
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.
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as Stock Purchase Plan, Company match on 401k plan, and more! Our employees also receive Paid Vacation, Holidays and Personal Days. Please note that benefits may vary by site.