Customer Service Representative
2 days ago
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 through various channels, including phone, email, live chat, and self-service platforms.
Key Responsibilities- Field customer service inquiries and handle customer service transactions independently and proficiently.
- Demonstrate active listening skills and confirm understanding of customer needs, issues, and requests.
- Use authorized systems to gather information, provide information, and/or update customer records.
- Provide standard information and education regarding service options, charges, billing, and contracts.
- 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.
- Listen for and identify opportunities to cross-sell additional products and services.
- Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
- Support other service lines when required.
- Attempt to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
- Meet or exceed service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
- Complete cross-training with Operations, Sales, and Billing.
- 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.
- Flexible scheduling and willingness to perform other tasks as required by delivery channel.
- High school diploma or G.E.D (accredited) required; Specialized training preferred.
- 1 year of previous customer service experience (in addition to education requirement) required.
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 expected base pay range for this position across Canada is $35,000 - $45,000. 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 the candidate's relevant experience, education, training, certifications, qualifications, and work location.
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 RRSP, and more Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
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