As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.This is a hybrid position and the candidate will need to live in the market area and be able to travel by car to an office when needed.I. Job SummaryThe Specialized Services Customer Service Representative position receives and processes calls and/or e-mails from AYD participants and serves as the point of contact for these customers. The CSR is responsible for communicating program guidelines and scheduling pickup services for eligible participants. They are responsible for working with customers to creatively solve problems and resolve any identified customer service issues. The CSR is expected to collaborate with their team of CSRs to meet overall call center objectives and enhance the customer experience while working to exceed all customer's expectations. Additionally, the CSR will play a role in the packaging and mailing of kits to participants once they have been scheduled for household waste pickup.II. Essential Duties and ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.Respond to inquiries received through phone and/or e-mail with participants/customers about the AYD Service and work with participants to schedule a pick-up of approved household wasteCommunicates concise and accurate informationUses authorized system to gather information, provide information, and/or update customer recordsAs required by management, maintains and produces reports as requestedConfirms understanding of customer needs, issues, and requestsOrganizes, creates and mails participant kits to be mailed to home prior to pick-up date(s)Performs outbound call campaigns as needed or necessaryIII. Supervisory ResponsibilitiesThe highest level of supervisory skills required in this job is the management of supervisory employees. This includes:Direct supervision of none full-time employees, including:Indirect supervision of none full-time employees.IV. QualificationsThe requirements listed below are representative of the qualifications necessary to perform the job.A. Education and ExperienceEducation: High School Diploma or GED (accredited)Experience: Three (3) years of relevant work experience in a customer service or call center environment handling customer requests, account or order changes and issues (in addition to education requirement).B. Certificates, Licenses, Registrations or Other RequirementsNone required.C. Other Knowledge, Skills or Abilities RequiredProficiency in MS Office.Excellent verbal, written and analytical skills.Strong keyboarding skills.Professional phone etiquette.Ability to handle the stress of multi-tasking as well as ability to 'talk and type'.Possesses an energetic and tenacious achievement orientation.Ability to react well under pressure and treat others with respect.Identifies and resolves problems in a timely manner.Good time management skills to prioritize and plan work activities.Focuses on solving conflicts and listening to others without interrupting.Is consistently at work and on time.Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.Balances team and individual responsibilities and helps build a positive team spirit.Adapts and able to deal with frequent changes in the work environment.Able to manage difficult customer situations and respond promptly to service requests to meet customer commitments.Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.Show inquisitiveness and eagerness to gain business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge.Experience using a CRM systemV. Work EnvironmentListed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;Required to exert physical effort in handling objects less than 30 pounds rarely;Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) occasionally;Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements occasionally;Normal setting for this job is: office setting.BenefitsAt 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.Equal Opportunity Employer: Minority/Female/Disability/Veteran
