Reviews database by referencing contracts for available services, updates pricing and compliance. • Works with Market Areas and Operations to edit, reject, or approve database, within expected standards. • Maintains excellent written communication, professional phone etiquette, and upbeat attitude to assist in all aspects of the coordinator position. • Manages unassigned cases. • Works with center supervisors to assign and resolve J D Power loyalty surveys for various market areas. • Completes Projects/ Assignments provided by senior management team. • Organizes special events, such as, employee engagement and corporate visits.

Presented WM products and services that will benefit the customer by meeting customer needs through based consultative selling.• Initiated calls to customers to ensure that issues are resolved, to ensure customer satisfaction, to survey service satisfaction and follow-up on customer focus cards.• 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.• Retained unsatisfied customers by probing for root causes of frustration, providing resolution, restoring faith in our service and offering alternatives if necessary, while working with a network of internal resources to provide a customer satisfactory negotiation.

Utilized excellent and professional written communication skills to respond to incoming customer service and sales inquiries via digital channels. Provides customer education regarding service options, charges, billing, and contracts that may be standard or advanced.• Fields customer service inquiries and transactions of a mid to high level of complexity.• Communicated concise and accurate information.• Established customer accounts by negotiating and documenting service type, pricing, billing, and other required information.• Served as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within Waste Management.• Presented WM products and services that would benefit the customer by meeting customer needs. Cross-sells new products and services to existing customers by educating customers on WM environmental solutions. Offer, quote, and close prospective customer sales using knowledge of Waste Management products and services.• Adhered to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals. Effectively uses Waste Management business software tools. Runs standard reports routinely and as requested by management.• Managed highly time sensitive and large scale San Diego / Orange County Public Sector requests, while acting as a liaison between Public Sector Sales, Area Relations, and Customer Experience leaders.• Organized the schedule for multiple Hazardous Waste Events routinely. Performed post quality checks for event schedules. Returned any appointment requests that facilities were unable to accept. Alerted Customer Experience departments with updates as provided by Hazardous Waste facility personnel.

Received and processed service and sales calls from residential customers in San Diego / Orange County area.• Uncovered the needs of each customer and probed for additional information to not only resolve the current issue, but provide the best overall customer experience.• Handles service requests and processes payments / billing information in a timely manner.• Actively attempted to retain customers who call to cancel service, by probing for cancellation reasons and providing alternatives.• Adhered to meet and exceed service and operational goals and metrics established for the call center, including productivity, quality, and timeliness goals.