Customer Service Call Center Representative

Training Information

Training Class:
July 20, 2026

Must Attend 7 weeks of Onsite Training!

ONSITE Position:
Must live local in West Babylon area

Day Shift: Monday–Friday, Saturday (rotating)

Training

Hours:

8a-4:30pm EST (Mon-Fri)

Must be flexible to start as early as 7am

Shift

Hours:

7:00a-6pm EST (Mon-Fri), 7a-1pm EST (Saturday)

Bilingual in Spanish is a plus!

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. You will handle 60-80 contacts a day in a fast‑paced, high‑volume environment and use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries. The CSR will also handle escalated contacts and employ de‑escalation techniques to provide an exceptional level of service.

Sales and retention are key components of the role; the CSR will highlight WM products and services to increase revenue and retain at‑risk customers.

• Fields customer service inquiries and handles transactions independently and proficiently:
  • Demonstrates appropriate active listening skills and confirms understanding of customer needs, issues, and requests.
  • Uses authorized systems to gather information, provide information, and update customer records.
  • Provides standard information and education regarding service options, charges, billing, and contracts.
• Demonstrates ownership of the customer issue to achieve one‑call resolution:
  • Makes every reasonable attempt to resolve the issue before escalating.
  • Advocates for customers with repeat issues by engaging the right department 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.
• Interacts with WM Customers via Multi‑Channel Customer Service, including phone, email, live chat, or self‑service channels.
• Flexible scheduling and willingness to perform other tasks as required by the delivery channel.

• High School Diploma or GED (accredited).
• 1 year of previous customer service experience (in addition to the education requirement).

• Specialized training.

Listed below are key points regarding physical demands, risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay:
The expected base pay range for this on‑site position is $19.59 - $24.52. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including relevant experience, education, training, certifications, qualifications, and work location.

Each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. Employees also receive a Stock Purchase Plan, company match on 401(k), and more. Paid Vacation, Holidays, and Personal Days are provided; benefits may vary by site.