Customer Service Representative, Specialized Services At Your Door

About the position

The Specialized Services Customer Service Representative (CSR) position at Waste Management is a vital role that serves as the primary point of contact for participants in the AYD program. This hybrid position requires the candidate to reside within the market area and be available to travel to the office as needed. The CSR is responsible for receiving and processing calls and emails from AYD participants, effectively communicating program guidelines, and scheduling pickup services for eligible customers. The role demands a proactive approach to problem-solving, as the CSR will work closely with customers to address and resolve any service-related issues that may arise. In addition to direct customer interaction, the CSR will collaborate with fellow team members to meet call center objectives and enhance the overall customer experience. This includes organizing and mailing participant kits prior to scheduled household waste pickups, ensuring that all necessary materials are prepared and dispatched in a timely manner. The CSR will also be involved in outbound call campaigns as required, further contributing to the program's outreach and effectiveness. To succeed in this role, the CSR must demonstrate excellent communication skills, both verbal and written, and possess a strong ability to manage multiple tasks simultaneously. The position requires proficiency in MS Office and experience with CRM systems, as well as a commitment to maintaining high standards of customer service. The CSR will be expected to work efficiently both independently and as part of a team, adapting to the dynamic nature of the work environment while consistently striving to exceed customer expectations.

Responsibilities
• Respond to inquiries received through phone and/or e-mail from participants/customers about the AYD Service and schedule approved household waste pickups.
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• Communicate concise and accurate information to customers.
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• Utilize authorized systems to gather information, provide updates, and maintain customer records.
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• Produce reports as requested by management.
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• Confirm understanding of customer needs, issues, and requests.
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• Organize, create, and mail participant kits prior to scheduled pickup dates.
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• Perform outbound call campaigns as needed.

Requirements
• High School Diploma or GED (accredited).
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• Three (3) years of relevant work experience in a customer service or call center environment handling customer requests, account or order changes, and issues.
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• Proficiency in MS Office.
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• Excellent verbal, written, and analytical skills.
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• Strong keyboarding skills and professional phone etiquette.
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• Ability to handle stress and multitask effectively.
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• Energetic and tenacious achievement orientation.
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• Ability to react well under pressure and treat others with respect.
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• Good time management skills to prioritize and plan work activities.
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• Focus on solving conflicts and listening to others without interrupting.
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• Consistent attendance and punctuality.
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• Ability to work efficiently both independently and as part of a team.
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• Adaptability to frequent changes in the work environment.
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• Experience using a CRM system.

Nice-to-haves
• Experience in a call center environment handling customer service issues.
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• Familiarity with household waste management services.

Benefits
• Medical, Dental, Vision, Life Insurance, and Short Term Disability coverage.
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• Stock Purchase Plan.
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• Company match on 401K.
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• Paid Vacation, Holidays, and Personal Days.

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