Client Service Representative

3 weeks ago

Kitchener ON, Canada WM Full time €35,000 - €45,000

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.
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 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. 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.
Training Class Start Date : Nov 4th, 2024
Shift times : Monday to Friday (7am - 3:30pm / 7:30am - 4pm / 8am - 4:30pm / 8:30am - 5pm / 9am - 5:30pm / 9:30am - 6pm in Eastern Standard Time)

Fields customer service inquiries and handles customer service transactions independently and proficiently:

Provides standard information and education regarding service options, charges, billing, and contracts.

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, which may be a combination of platforms including phone, email, live chat, or self-service channels.
Flexible scheduling and willingness to perform other tasks as required by delivery channel.

Specialized training preferred.
Experience: 1 year of previous customer service experience (in addition to education requirement) required.

Bilingual (French and English) - For Quebec Applicants: We require a bilingual speaking representative because this role requires frequent interactions and communications with employees, customers and others who are located outside of Quebec.
Computer skills - MS Office
Typing Skills
Professional phone etiquette
Ability to react well under pressure and treats others with respect
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
Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
Work EnvironmentOffice: 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.
The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.
BenefitsAt WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks - the largest heavy-duty natural gas truck fleet of its kind in North America - where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.

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