Customer Service Representative Windsor

WM Strategic Business Solutions (SBS), located in Windsor, CT is responsible for managing WMs largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 800 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry. I. Job Summary As a customer service representative (CSR), your responsibilities include addressing inbound customer service calls covering a diverse range of inquiries. These may range from scheduling service requests, to initiating service changes and resolving incomplete or problematic services issues. The WMSBS CSR is operating in a fast-pace and high-volume environment, you can anticipate handling 60-80 calls and related follow-up tasks daily. Proficiency in utilizing multiple applications, resources and tools is essential for researching and resolving customer inquiries. In addition to managing routine calls, the WMSBS CSR will also handle numerous escalated situations. Success in this aspect requires the consistent delivery of exceptional level of customer service, effective problem solving, the ability to explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success. 04/01/2024 Start Date- 6 weeks mandatory training Shifts available within our operating hours: Monday - Friday 7AM 8PM Saturday - 7AM-3:30PM Sunday - Closed 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 customers issue and exhausts all other solutions before escalating the customers query. Serves as an advocate for customers with repeat issues by engaging the right department and people within WM. Communicates concise and accurate information. Supports other service lines when required. Attempts to retain customers who call to cancel services by probing for cancellation reasons Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals. 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 Education: High school diploma or G.E.D (accredited). Experience: One (1) year of previous customer service experience (in addition to education requirement). C. Certificates, Licenses, Registrations or Other Requirements None required. D. Other Knowledge, Skills or Abilities Required Strong verbal, written and analytical skills Proficient in computer skills, particularly in MS Office Strong typing Skills Displays professional phone etiquette Capable of multitasking effectively Ability to multitask. Maintains composure and performs well under pressure, treating others with respect Identifies and resolves problems promptly per expected due dates and timelines Prioritizes and plans work activities efficiently Focuses on conflict resolution and actively listens to others without interruption Demonstrates consistent attendance and punctuality Works both independently and collaboratively as a part of a to surpass call center standards Strikes a balance between team and individual responsibilities, contributing to a positive team spirit Adapts easily and handles frequent changes in the work environment Manages difficult or emotional customer situations confidently, responding 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. Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day. Required to exert physical effort in handling objects less than 30 pounds rarely. Normal setting for this job is: office setting. 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. Please apply now on the site below, or call , to speak with a Waste Management recruiter today Equal Opportunity Employer Minority/Female/Disability/Veteran