Customer Services Representative II

I. Job Summary
The Customer Service Representative II position processes customer service requests received within the contact center via all interaction channels. Interaction channels include inbound calls, outbound calls and email service requests. The individual serves as the end-to-end point of contact for customers, resolving customer requests with superior accuracy and attention to detail.

II. 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.

• Handles incoming calls, emails, inquiries and transactions from various segments within the book of business.
• Communicates concise and accurate information in both verbal and written communications.
• Collaborates with team members to meet overall contact center objectives and enhance the service experience in a manner that exceed our customers' expectations and differentiates the organization from its competitors.
• Documents each interaction ensuring service, pricing and other required information are entered into the ticketing system.
• Resolves customer escalated issues quickly and efficiently by engaging the proper internal and external partners.
• Confirms understanding of customer needs, issues, and requests.
• Ability to quickly transition between interaction channels, ensuring quality service when communicating in all mediums.
• Uses authorized system to gather and provide information and/or update customer records.
• Strives to meet or exceed service and operational goals established for the contact center, including productivity, quality, safety and timeliness goals.
• Open to feedback and coaching, applies information to improve service provided to the customer.
• Serves as a training resource for new hires and other employees requiring assistance.

III. Supervisory Responsibilities
This job has no supervisory duties.

IV. 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: Two (2) years of customer service experience (in addition to education requirement).
• Preference to hire current CSR I Agents within the SBS Team

B. Certificates, Licenses, Registrations or Other Requirements

• Proficient in MS Office.
• Strong keyboarding skills and words per minute.
• Professional verbal and email communication skills.

C. Other Knowledge, Skills or Abilities Required

• Excellent verbal, written and analytical skills.
• Computer skills - MS Office.
• Typing skills.
• Professional phone and email etiquette.
• Ability to multi task.
• Ability to react well under pressure and treats others with respect.
• Identifies and resolves problems in a timely manner.
• Prioritizes and plans work activities.
• Focuses on solving conflicts and listening to others without interrupting.
• Be punctual at work.
• 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 or emotional customer situations and responds promptly to service requests to meet customer commitments.
• Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.

V. 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/ Hybrid (Windsor, CT)

The expected base pay for this position across the U.S. is $21.50. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

Benefits
At WM, 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."