Call Center Customer Service Representative

Job Summary

WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry-leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 600 dedicated employees, a state-of-the-art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.

Training Class: July 7, 2025 8:30am-5:00pm M-F

Site Location: 1 Griffin Rd N, Windsor, CT 06095

1+ years of call center and/or Customer Service experience

Problem Solving and Behavioral Skills are a plus

Full Time Position(s) - Onsite

Work Shifts available based on business needs

Our center is open from 7:00 am to 8:00 pm and Saturday 7:00 am to 3:30 pm

Grow your career! Grow your network! Grow with Waste Management! If you bring the passion for customer service, we will give you a fun and engaging work environment, a great compensation and benefits package, and opportunities to grow with our organization. Waste Management is looking for goal oriented, Customer Focused Inbound Service Representatives like you to provide world-class customer service to our customers. What are you waiting for apply today?

Job Summary

The Customer Service Representative I is responsible for receiving and processing customer calls, acting as the primary point of contact to address customer inquiries, schedule services, and resolve issues. This role involves working closely with a team of customer service representatives to achieve call center goals and enhance the customer experience, consistently striving to exceed customer expectations.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• 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 customers behalf by engaging the appropriate WM partners on complex or escalated matters
• Provides standard guidance on service options and service level 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, safety and timeliness goals

Qualifications

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

A. Education and Experience

• Education: High School Diploma or GED (accredited)
• Experience: 1 year of Customer Service Experience required. Contact Center experience preferred.

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities 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.

Work Environment

Listed 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. Normal setting for this job is: office setting.

The expected salary range for this position is $17.50 - $23.64. This range represents a good faith estimate for this position. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

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.