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Customer Call Center Representative- Remote Position
2 months ago
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
August 12, 2024 Training Class
Must attend 7 weeks Virtual Training
Remote position- Must live within 50 miles of a WM Center Site near the states of AZ, CO, TN, TX, MS, AL, MI, PA, WI, IL, MA
Day Shift: Monday- Friday, potential Saturday Shifts
Bilingual in Spanish is a plus
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.
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.
A. Education and Experience
B. Remote Work Requirements
This is a remote work position and requires a reasonable degree of technical aptitude which will be necessary to set up and maintain the WM-assigned equipment.
Other requirements associated with remote work positions include:
High Speed Internet (Minimum 50mbs download and 10mbs upload) 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 routerC. 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 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 V. Work Environment
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.
“The expected salary range for this position is $15.00 - $20.00. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.”
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click "Apply.
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