Customer Service Call Center Representative

About the Role

As a WM Customer Service Representative (CSR), you will engage customers through multiple channels—phone, email, live chat, and self‑service—handling billing, service changes, cancellations, and other inquiries. In a high‑volume environment, you will manage 60‑80 contacts per day, using various applications and tools to research and resolve issues while also driving sales and retention. CSR responsibilities include active listening, accurate information delivery, one‑call resolution, and advocating for customers with recurring problems. You will also identify cross‑sell opportunities, negotiate service agreements, and work toward retaining at‑risk customers, all while adhering to call‑center performance standards. • Handle 60‑80 customer contacts daily via phone, email, live chat, and self‑service tools. • Actively listen, confirm understanding, and use authorized systems to provide information and update records. • Deliver one‑call resolution, escalating only after exhausting all solutions. • Advocate for repeat‑issue customers by coordinating with the appropriate WM departments. • Identify cross‑sell opportunities and promote WM products to increase revenue. • Negotiate and document service agreements, pricing, and billing details. • Attempt to retain customers considering cancellation by probing reasons and offering alternatives. • Meet or exceed call‑center standards for attendance, quality, productivity, and timeliness. • Complete cross‑training in Operations, Sales, and Billing.

Key Responsibilities

• ▸multi‑channel
• ▸issue resolution
• ▸cross‑sell
• ▸service agreements
• ▸customer retention
• ▸performance metrics

What You Bring

The position begins with a seven‑week virtual training class starting March 9, 2026. It is a remote role, but you must reside within 50 miles of a WM call‑center site in AZ, AL, TN, TX, WI, IL, MA, PA, or MS. The day shift runs Monday‑Friday, 8:30 a.m.‑5 p.m. EST, with occasional rotating Saturdays, and bilingual Spanish speakers are encouraged to apply. Candidates must have a high school diploma or GED and at least one year of customer‑service experience; specialized training is preferred, and Spanish language ability is a plus. Physical demands are typical of an office setting, requiring standard computer and phone use. • Possess a high school diploma or GED and at least one year of customer‑service experience; bilingual Spanish is a plus.

Requirements

• ▸high school
• ▸customer service
• ▸spanish
• ▸remote
• ▸training

Benefits

The salary range for this role is $15.00–$20.00 per hour, dependent on experience, education, and location. WM offers a comprehensive benefits package that includes medical, dental, vision, life insurance, short‑term disability, a 401(k) match, a stock purchase plan, and paid vacation, holidays, and personal days. • Receive medical, dental, vision, life insurance, short‑term disability, 401(k) match, and stock purchase plan. • Enjoy paid vacation, holidays, and personal days.

Work Environment

Remote