Representative , Customer Service

Position: Representative I, Customer Service
JOB DESCRIPTION
Bill Rate *** - Do not submit over ***/hr
Possible temp to hire for selected workers

I.

Job Summary
As a customer service representative (CSR), you will interact with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The WM CSR should expect to handle 60-80 contacts a day in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries.
The WM CSR will handle a number of escalated contacts. The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success.
Sales and retention are also key components of the CSR role. The WM CSR is expected to skillfully highlight the features and benefits of WM products and services to increase revenue and retain at risk customers.
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.
Fields customer service inquiries and handles customer service transactions independently and proficiently:
Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests
Uses authorized systems to gather information, provide information, and/or update customer records.
Provides standard information and education regarding service options, charges, billing, and contracts.
Demonstrates ownership of the customer issue by providing one call resolution:
Makes every reasonable attempt to resolve the customer’s issue and exhausts all other solutions before escalating the customer’s query.
Serves as an advocate for customers with repeat issues by engaging the right department and people within WM.
Communicates concise and accurate information.
Listens for and identifies opportunities to cross sell additional products and services.
Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
Supports other service lines when required.
Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
Completes cross training with Operations, Sales, and Billing.
Flexible scheduling and willingness to perform other tasks as required by delivery channel.
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.

Education and Experience

Education:

High school diploma or G.E.D (accredited).

Experience:

One (1) year of previous customer service experience (in addition to education requirement).
Other requirements associated with remote work positions include:
High Speed Internet (Minimum 50mbs download and 10mbs upload) that maintains continuous stable internet access sufficient to run multiple WM applications simultaneously throughout scheduled work time.
A private workspace in which the employee is able to work the entirety of their shift without interruptions or distractions
The ability to physically connect the computer to the modem or router
C. Certificates, Licenses, Registrations or Other Requirements
None required.
D. Other Knowledge, Skills or Abilities Required
Excellent verbal, written and analytical skills
Computer skills – MS Office
Typing Skills
Professional phone etiquette
Ability to multitask.
Ability to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Is consistently at work and on time
Work…