The Customer Experience Specialist on the Customer Service Team is the primary point of contact responsible for resolving complex, multi-faceted billing & client service issues for designated Corporate Contacts on weekends and after hours. The CES serves as the gatekeeper between Corporate Contacts & SBS PMs and NAEs and is accountable for collecting all contact information, service request resolution, high-impact after-hours escalations, processing service changes, and setups, and managing portals based on the customer policy.CES may act as a lead to CSR. Responsibilities may include training, coaching, providing feedback to representatives, and assisting with non-routine and escalated emails.Handles service requests including but not limited to escalations, new services, and service changes according to the customer policy.Manages service requests and issues submitted through the eBusiness portal, providing updates via the communication channel helping to maintain a self-service environment.Handles daily assigned tasks related to Acorn tickets, emails, Salesforce cases & tasks and works with internal & external parties ensuring department SLAs are met.Communicates concise and accurate information.Processes all email requests & issues with strong attention to detail, critical thinking, urgency & follow-through.Resolves escalated issues quickly and efficiently by engaging the right people and departments. Maintain accurate records Strong attention to detail and problem-solving skillsExcellent verbal, written, and analytical skillsBalances team and individual responsibilities and helps build a positive team spiritAdapts and can handle frequent changes in the work environmentAble to manage difficult or emotionally escalated situations and respond promptly to service requests to identify the root cause and a resolution.

Set up and maintains digital customer records and provides administrative support for the Technical Service Center and Manufacturing & Industrial Sales Team. Provide service and support for internal and external customers.• Conducts routine data maintenance of sales, web, landfill, Visor, and company landfill systems.• Perform data entry into WM systems (Acorn, Salesforce, Mas, Element, • Perform quality assurance reviews of account setups.• Prepare customized bills, exports from WM systems, and various letters and correspondence upon request.• Prepare volume and revenue reports for sales reps and customers.• Support billing inquiries or special bills.• Coordinate waste profile renewals within TSCA.• Maintain electronic and hard copy filing systems.• Provide customer support via phone and email.

Customer Service Representative III position receives and processes inbound requests from customers from various communication channels, serves as the end-to-end point of contact for customers, and resolves customer issues. Act as a lead to other CSRs by assisting 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.• End-to-end processing of emails, inquiries, and transactions from various segments within the book of business.• Possess a strong knowledge of the internal process and understands relationships and key linkages between business units.• Collaborates with internal and external parties to coordinate service-related activities and manage client projects.• Resolves customer-escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions.• Possess strong time management and follow-through skills, can transition seamlessly between service requests, meet all deadlines, and confirm services.• Provides customers with initiative-taking service and education regarding service options, charges, billing, and contracts.• Documents each interaction, ensuring service, pricing, and all required information are entered into our Internal system.• Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy, and timeliness goals.

The Customer Service Representative II position processes customer service requests received within the contact center via all interaction channels. Interaction channels include inbound calls, outbound calls, and email service requests. The individual serves as the end-to-end point of contact for customers, resolving customer requests with superior accuracy and attention to detail.• Effectively process customer service requests received within the contact center via inbound calls, outbound calls, and email service requests.• Helpfully served as the end-to-end point of contact for customers, resolving customer requests with superior accuracy and diligence.• Strongly communicate concise and accurate information in both verbal and written communications.• Energetically collaborate with team members to meet overall contact center objectives and enhance the service experience• Proactively strive to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy, and timeliness goals • Developed strong industry knowledge to support the customers’ needs and offer appropriate service options • Ability to process and manage complex customer requests.

The Customer Service Rep I receives and processes calls from national corporate customers serves as the end-to-end point of contact for customers and resolves customer issues. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers’ expectations.• Receive and process calls from National corporate customers and serve as the end-to-end point of contact and resolve customer issues. • Developed a strong understanding and ability to process work in company computer systems • Collaborate with the Team Leads / Supervisor to achieve overall call center objectives and enhance the customer’s overall experience and exceed customer expectations.• Developed a strong ability to work well under pressure. • Effectively adapt to frequent changes within the working environment. • Advanced ability to multitask and process high-volume tasks with accuracy.