Customer Service Representative

6 days ago

Windsor, Connecticut, United States wm Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at WM. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving their inquiries and issues in a timely and professional manner.

Key Responsibilities
  • Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Provide accurate and helpful information to customers regarding our services and policies.
  • Use authorized systems to gather information, provide information, and/or update customer records.
  • Make every reasonable attempt to resolve the customer's issue and exhaust all other solutions before escalating the customer's query.
  • Serve as an advocate for customers with repeat issues by engaging the right department and people within WM.
  • Communicate concise and accurate information.
  • Support other service lines when required.
  • Attempt to retain customers who call to cancel services by probing for cancellation reasons.
  • Meet or exceed service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
Requirements
  • High School Diploma or GED (accredited).
  • One (1) year of previous customer service experience (in addition to education requirement).
Preferred Qualifications
  • Excellent verbal, written and analytical skills.
  • Computer skills - MS Office, Typing Skills.
  • Professional phone etiquette.
  • Ability to multi task.
  • 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 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.
  • Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
  • Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.

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