Corporate Services Specialist - Broker

WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

The primary objective of the Corporate Services Specialist is to support the execution of WM's National Account program by providing consistent, high-quality customer experience support across the assigned book of business. The CSS functions in the Customer Experience team as the support point for the book of business, serving as a Customer Experience liaison and maintaining connectivity to the sales experience through constant communication and partnership with the sales team, including the NAM and PM.

This role serves as a customer advocate and internal liaison, documenting interactions, coordinating follow-up, and supporting program initiatives that strengthen service delivery, customer satisfaction, and connectivity across the WM network.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Assist the NAM (National Account Manager) and Project Managers (PM) in the execution of new program initiatives and acquisitions.

• Work on any necessary projects for support as related to the Book of Business

• Manages and services interactions from inbound emails or tasks and takes all appropriate follow-up actions through email and address operational level activities.

• Work closely with PM, as a liaison between WMSBS and our field organization.

• Partners with internal support team to resolve issues and elevate exceptions appropriately using defined escalation paths.

• Sets-up new client users and provides customer training on the E-business portal

• Handles service requests including but not limited to cancellations, cancellation of auto renewals, billing changes, billing disputes, retention bids, hauler damage claims, new service requests, service changes and email transactions from brokers as well as various segments within WM in accordance with the national broker policy.

• Manages service requests and issues submitted through the eBusiness portal and provides updates via the communication channel helping to maintain a self-service environment.

• Handles assigned tasks related to Acorn tickets, emails, Salesforce cases & tasks and works with internal & external parties ensuring department SLAs are met.

• Communicates concise and accurate information.

• Processes all email requests & issues with strong attention to detail, critical thinking, urgency & follow through.

• Document each request, ensuring service, pricing and other required information are entered into our Acorn and Salesforce system.

• Resolves escalated issues quickly and efficiently by engaging the right people and departments within WM SBS and the local market areas.

• Uses authorized systems to gather and provide information and/or update account records.

• Provides information and education regarding service options, charges, billing, and contracts.

• Strives to meet or exceed all operational goals established including productivity & quality as well as managing emails, creating and pulling reports as needed.

This job has no supervisory duties; however the Corporate Services Specialist may act as a lead to Customer Service Representatives. Responsibilities may include training, coaching and providing feedback to representatives in addition to assisting with non-routine and escalated emails.

The requirements listed below are…