Customer Logistics Representative - MILWAUKEE - Full-time / Part-time

Job Description

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Other Possible Location: N/A

Job Schedule: N/A

Job Shift: 1st Shift

Pay: N/A

Travel: None

Relocation: N/A

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

Waste Management Recycle America (WMRA) strives to be your one-stop recycling resource. Our goal is to improve the sustainability and future growth of recycling programs to ensure that they work for everyone. Our vision is a reinvigorated recycling industry that offers communities and businesses more effective and affordable recycling program options. WM Recycle America provides manufacturers with the secure, consistent stream of high-quality raw materials they need to maintain operational efficiency.

Job Summary

Receives and processes moderately complex calls from customers, serves as the end-to-end point of contact for customers, and ensures resolution of escalated customer issues.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned and may vary by location.

Works with operations, sales, and set-up departments to resolve escalated and complex customer service issues.

Conducts follow-up work to evaluate and improve customer satisfaction.

Fields incoming calls of relatively high complexity from customers.

Works to understand and confirm understanding of customer needs, issues, and requests.

Provides advanced information and education to customers regarding service options, charges, billing, and contracts.

Listens for and identifies opportunities to suggest additional products and services that will meet the customer's needs.

Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.

Works to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives to meet customer needs.

Solves difficult problems on the customer's behalf by engaging the right department and people within Waste Management Recycle America

Serves as the customer's advocate within the service, sales and operations departments.

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.

Collaborates with members of service, sales, and operations teams to ensure that customer issues do not "fall through the cracks" and are resolved in a timely manner.

Initiates outbound calls to customers to ensure that issues are resolved and to ensure customer satisfaction.

Initiates outbound calls to customers to survey service satisfaction and follow-up on customer focus cards.

Uses computer system to retrieve customer information and provide information to customers, sales, and operations departments.

Works to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.

Uses appropriate computer applications to find answers to customer questions about available services, billing, service dates.

Completes and maintains required documentation, using appropriate computer applications to record and update customer information.

May provide direction or support to less experienced Customer Service Representatives.

Supervisory Responsibilities

This job has no supervisory duties.

Qualifications

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

A. Education and Experience

High school diploma/G.E.D and four or more years previous experience in a customer service role. Two years of additional experience may substitute for the High school diploma/GED requirement.

Preferred: Associate's Degree and a minimum of four years previous experience customer service role.

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

Experience with Microsoft Office;

Work experience that required the use of a computer.

Benefits

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click. "Apply Now."

Job number: 245612

Category: Sales/Marketing

Location: Milwaukee, WI