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I. Job Summary

The CSR Lead Representative position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of Customer Service Representatives (CSR) to meet overall call center objectives and enhance the customer service function to exceed all customers' expectations. Assists with the handling of non-routine calls that require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response. _Preference to hire from within the WM CE Team_

II. Essential Duties and Responsibilities

+ Fields single or multiple-market customer service inquiries and transactions of a mid to high level of complexity from residential, commercial or industrial customers independently and proficiently: o Communicates concise and accurate information. o Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. o Confirms understanding of customer needs, issues, and requests. o Listens for and identifies opportunities to cross sell additional products and services. o Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within Waste Management. o Escalates unresolvable issues to supervisor or manager of correct department. o Supports requested service lines as required. Handles multiple Market Area customer service inquiries and transactions proficiently.

+ Uses authorized system to gather information, provide information, and/or update customer records. o Provides standard and sometimes more advanced information and education regarding pricing, service options, charges, billing, and contracts.

+ Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.

+ Completes cross training with Operations, Sales and Billing.

+ Performs outbound calling campaigns: o Initiates calls to customers to ensure that issues are resolved, to ensure customer satisfaction, to survey service satisfaction and follow-up on customer feedback. o Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups, and other customer-related issues.

+ Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.

+ Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.

+ Serves as a day to day resource for new hires and other ICRs requiring some guidance, assistance and training.

+ May act as a liaison between CSR team and supervisory staff. Primary contact in assisting team of quality service providers.

+ Assists supervisory staff with handling escalated calls that may require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response.

+ Provides support as a Lead to the call center’s supervisors by providing ongoing and daily assistance to CSRs.

+ Monitors calls and provides coaching and feedback as necessary to ensure call center’s quality standards are exceeded

+ As required by management, maintains routine customer service related reports and creates reports as requested.

+ This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training, coaching and providing feedback to CSRs in addition to assisting with non-routine and escalated customer calls.

III. Qualifications

A. Required Qualifications

+ High School Diploma or GED (accredited)

+ 4 years of previous experience in customer service

B. Preferred Qualifications

Previous experience as a WM CSR or ICR

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+ Associate's Degree

+ Internal candidates must be performing in an above average capacity in their current position, be an employee in good standing and have worked at WM for 12 months. No written or final disciplinary actions of any type within 90 days prior to eligibility of achieving level status. Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period.

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

-In office (New York)

The expected pay range for this remote position across the U.S is $26.44-33/hr. 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.

V. 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.

Equal Opportunity Employer: Minority/Female/Disability/Veteran