WM India · 21 hours ago
Call Center Customer Service Representative
Windsor, CT, United States
Full-time
Onsite
Entry Level
$17.50/hr - $23.64/hr
1+ years expWM India is responsible for managing WM’s largest national customers, and they are seeking a Call Center Customer Service Representative. This role involves processing customer calls, addressing inquiries, scheduling services, and resolving issues while striving to enhance the customer experience.
Information Technology & Services
Responsibilities
Processes customer service requests, problem inquiries and fields transactions of high-level complexity within business segment independently and proficiently
Performs thorough Intake and documentation of each interaction within designated case management systems:
Communicates service expectations with precise detail and accurate information
Applies emotional awareness and understanding of customer needs
Navigates through multiple applications to research customer, hauler, and service information to provide statuses, and/or update customer records
Advocates on the customer behalf by engaging the appropriate WM partners on complex or escalated matters
Provides standard guidance on service options and, service levels agreements
Open to feedback and coaching, applies information to improve service provided to the customer
Serves as a resource for peers such as activities like Observation, Navigation, Driving and Visitor side by sides
Commits to service and operational standards established for the call center, including adherence, quality, productivity, and safety and timeliness goals
Qualification
Required
High School Diploma or GED (accredited)
1 year of Customer Service Experience required
Typing speed of 60 words per minute
Proficient in navigating multiple devices, screens, and communication channels
Proficient verbal and written communication skills with strong analytical abilities
Advanced computer skills, including Microsoft Office proficiency
Demonstrates soft skills in professionalism, adaptability, empathy, patience, conflict resolution, and maintaining a positive attitude
Strong multitasking and organizational skills; able to work effectively under pressure
Ability to identify and resolve issues proactively, delivering timely solutions
Ability to prioritize and manage time effectively
Able to work both independently and as part of a team, with a focus on exceeding call center performance standards
Consistent attendance and punctuality, meeting the expectations of a call center environment
Balances individual and team responsibilities, contributing to a positive team culture
Adaptable to an energetic work environment with frequent changes
Capable of handling challenging or sensitive customer interactions with prompt, dependable service
Maintains accuracy, thoroughness, and meets productivity and quality standards
Independent Self-paced and eLearning experience
Preferred
Contact Center experience preferred
Problem Solving and Behavioral Skills are a plus
Benefits
Medical
Dental
Vision
Life Insurance
Short Term Disability
Stock Purchase Plan
Company match on 401K
Paid Vacation
Holidays
Personal Days
Company
WM India
WM India, established in 2013, is the Global Capability Center of WM—North America’s leading environmental services company.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase