Remote Multi‑Channel Customer Service Representative – Full‑Time Call Center Role with Bilingual Spanish Advantage & Career Growth at WM
About WM – A Leader in Sustainable Waste Management
WM (formerly Waste Management) stands as North America’s premier provider of comprehensive waste‑management and environmental solutions. Headquartered in Houston, Texas, WM delivers collection, recycling, and disposal services to millions of residential, commercial, industrial, and municipal customers across the United States and Canada. Our mission is to put people first, operate with integrity, and drive sustainability for a healthier planet.
From pioneering renewable natural‑gas‑powered trucks to operating the continent’s largest post‑consumer recycling network, WM’s innovative infrastructure helps customers achieve ambitious sustainability goals. By joining WM, you become part of a forward‑thinking organization that blends cutting‑edge technology with a deep commitment to environmental stewardship.
Why This Remote Customer Service Role Is a Game‑Changer
In today’s rapidly evolving work landscape, flexibility and purpose go hand in hand. This full‑remote opportunity empowers you to work from the comfort of your own home while contributing directly to WM’s mission of creating a cleaner, greener future. Whether you’re located in Arizona, Colorado, Texas, or any of the other approved states, you’ll enjoy a dynamic, high‑energy environment that values your voice, your growth, and your well‑being.
Key highlights of the role include:
- Engaging with customers across multiple channels—phone, email, live chat, and self‑service portals.
- Handling 60‑80 contacts per day in a fast‑paced, high‑volume setting.
- Developing expertise in billing, service changes, cancellations, and retention strategies.
- Opportunities for bilingual Spanish service, which is a distinct advantage.
- Comprehensive training (7‑week virtual program) and ongoing professional development.
Core Responsibilities – What You’ll Do Every Day
Customer Interaction & Issue Resolution
- Field inbound and outbound service inquiries via phone, email, live chat, and self‑service tools.
- Employ active listening to fully understand each customer’s needs, concerns, and goals.
- Navigate multiple WM systems, knowledge bases, and calculators to research and resolve issues efficiently.
- Provide accurate, concise information on service options, billing structures, contracts, and sustainability initiatives.
- Strive for one‑call resolution, exhausting all viable solutions before escalating.
- Document every interaction meticulously in the CRM to ensure a seamless handoff if escalation is needed.
Sales, Retention, and Advocacy
- Identify cross‑sell and upsell opportunities, highlighting the benefits of WM’s innovative products and services.
- Proactively engage at‑risk customers, probing cancellation reasons and offering tailored alternatives to retain business.
- Serve as a dedicated advocate for customers experiencing recurring issues, collaborating with internal teams to drive lasting fixes.
- Meet or exceed all operational metrics, including attendance, adherence, quality scores, productivity, and safety standards.
Collaboration & Continuous Learning
- Participate in cross‑training initiatives with Operations, Sales, and Billing departments to broaden product knowledge.
- Share insights and best practices with peers, contributing to a culture of continuous improvement.
- Attend scheduled virtual training sessions, workshops, and certification programs to stay current on industry trends and WM’s evolving service portfolio.
Essential Qualifications – What You Must Bring
- Education: High school diploma or GED from an accredited institution.
- Experience: Minimum of one (1) year of customer‑service experience in a call‑center or related environment.
- Technical Requirements for Remote Work:
- High‑speed internet (minimum 50 Mbps download / 10 Mbps upload).
- Dedicated private workspace free from distractions for the entirety of each shift.
- Ability to set up, maintain, and troubleshoot WM‑assigned hardware and software.
- Core Skills: Exceptional verbal and written communication, professional phone etiquette, strong analytical and problem‑solving abilities, and proficiency with Microsoft Office.
- Personal Attributes: Ability to multitask, remain calm under pressure, demonstrate empathy, prioritize effectively, and maintain punctuality and reliability.
- Physical Requirements: Fine motor coordination for keyboard use; occasional handling of objects under 30 lb (rare).
Preferred Qualifications – Give Yourself an Edge
- Bilingual fluency in Spanish (both spoken and written) to serve our diverse customer base.
- Experience with multi‑channel CRM platforms (e.g., Salesforce, Zendesk, or similar).
- Previous exposure to utility, waste‑management, or environmental service industries.
- Certification in customer‑service excellence, conflict resolution, or sales methodologies.
- Demonstrated ability to meet or exceed performance metrics in high‑volume call centers.
Skills & Competencies Required for Success
- Active Listening: Capture nuances in customer language to address both explicit and hidden concerns.
- De‑Escalation Techniques: Calm upset callers, turn frustration into satisfaction, and preserve brand reputation.
- Analytical Thinking: Quickly interpret data, use calculators, and apply policies to resolve complex billing or service scenarios.
- Sales Acumen: Articulate product benefits, handle objections, and close retention opportunities.
- Team Collaboration: Work seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
- Adaptability: Thrive amid evolving processes, new technology rollouts, and shifting customer expectations.
Career Growth, Learning & Development
WM invests heavily in the professional growth of its people. As a Remote Customer Service Representative, you will have access to:
- Structured 7‑week virtual onboarding program covering WM’s services, systems, and customer‑experience standards.
- Ongoing micro‑learning modules targeting advanced problem‑solving, sales techniques, and compliance updates.
- Mentorship opportunities with senior agents and team leads.
- Clear internal career pathways leading to roles such as Senior CSR, Team Lead, Operations Analyst, Sales Specialist, or even corporate positions in sustainability strategy.
- Tuition‑reimbursement assistance for relevant certifications or degree programs.
Work Environment & Company Culture
Even though you’ll be working from home, WM fosters a strong sense of community and shared purpose:
- People‑First Philosophy: Your wellbeing matters—WM offers mental‑health resources, ergonomic guidance, and flexible scheduling within the day‑shift framework.
- Inclusive Culture: Diversity, equity, and inclusion are woven into every policy, and we proudly celebrate a multicultural workforce.
- Recognition Programs: Outstanding performance is highlighted through peer‑to‑peer awards, quarterly bonuses, and public acknowledgment.
- Environmental Commitment: As a WM employee, you’re part of a company that leads in renewable natural‑gas fleets, landfill‑gas‑to‑energy projects, and circular‑economy initiatives.
- Technology‑Enabled Collaboration: We rely on video conferencing, instant messaging, and shared workspaces to keep remote teams connected.
Compensation, Perks & Benefits
WM offers a competitive total‑compensation package designed to support you and your family:
- Base Salary: $15.00 – $20.00 per hour, commensurate with experience, education, and location.
- Health & Wellness: Medical, dental, vision, life insurance, and short‑term disability coverage.
- Retirement Planning: 401(k) with company match, plus a stock purchase plan.
- Paid Time Off: Vacation days, holidays, personal days, and sick leave.
- Learning Benefits: Access to e‑learning platforms, certification reimbursements, and career‑development workshops.
- Additional Perks: Employee assistance program, wellness challenges, and virtual social events to keep the remote community engaged.
Application Process – How to Take the Next Step
We value transparency and speed. Follow these steps to apply:
- Click the “Apply To This Job” button below to access the online application portal.
- Complete the required fields, attach your updated résumé, and optionally include a cover letter highlighting your bilingual abilities and customer‑service achievements.
- Submit the application. You will receive an automated confirmation and a timeline for next steps.
- If selected, you’ll be invited to a virtual interview with a hiring manager and a senior team member.
- Successful candidates will enroll in the mandatory 7‑week virtual training program before beginning regular shift assignments.
Ready to Make an Impact?
At WM, every conversation you have is an opportunity to advance sustainability, support communities, and build a rewarding career. If you thrive in a fast‑paced, customer‑focused environment and are eager to grow both personally and professionally, we want to hear from you.
Apply today and become an essential voice in WM’s journey toward a cleaner, greener tomorrow.
Apply for this job