Customer Service Representative - Onsite

Job Title : Customer Service Representative

Location : 8120 NANCY STREET, West Babylon, NY - 11704 (ONSITE)

Duration : 2+ months potential temp to hire

Payrate : $28 / hr on W2.

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.

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 :

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

Education and Experience

Other Knowledge, Skills or Abilities Required

V. Key Competencies