Corporate Services Specialist - CP/HC Segment

WM is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

Being number one means WM invests in our Sales teams success by providing access to state-of-the-art systems and processes, industry-leading services and the best leadership in the business.  Our exceptional sales professionals help deliver satisfaction to our clients throughout North America. If you are passionate about helping others and seeking challenging and interesting employment, apply today!

I. Job Summary
The Corporate Services Specialist serves as the primary point of contact responsible for resolving complex, multi-faceted client service issues for designated National Accounts clients. The Corporate Services Specialist also serves as the client advocate and is accountable for managing communication with the client in accordance with each clients requirements and preferences. Utilizing Strategic Business Solutions processes and procedures, the Corporate Services Specialist is responsible for end-to-end resolution of client requests.

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 service requests (including but not limited to empty and returns, extra pickups, service escalations, container deliveries and relocations), emails, inquiries and transactions from various segments within the book of business. Communicates concise and accurate information. Maintains relationships with customers that are in line with the PM and SAM expectations.  Enhance the customer service function to exceed our customers expectations by providing focused support for the customer. Documents each request, ensuring service, pricing and other required information are entered into our Acorn system. Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions. Confirms understanding of customer needs, issues, and requests. Escalates unresolved issues to supervisor or manager of customer service. Uses authorized system to gather and provide information and/or update customer records. Provides standard information and education regarding service options, charges, billing, and contracts. Completes cross training with Operations, Sales, Billing and Greenleaf Strives to meet or exceed service and operational goals established, including productivity, quality, and timeliness goals of completing assigned queues personal and team. Managing e-mails and calls as well as creating and pulling reports as needed.

III. Supervisory Responsibilities 
This job has no supervisory duties, however may act as a lead to Customer Service Representatives. Responsibilities may include training, coaching and providing feedback to representatives in addition to assisting with non-routine and escalated customer calls. 

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Education and Experience

• Education: Bachelor's Degree (accredited) in relationship management, sales, marketing, business administration or similar area of study; or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant work experience.
• Experience: 1 year of relevant work experience (in addition to education requirement).

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
• 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
• Works efficiently and effectively, both independently and as a team to ensure exceeding 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 respond 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: remote setting

The expected base pay range for this position across the U.S. is $55,000-$67,000.  This range 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. In addition, this position is eligible for incentive pay.

Benefits
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.

 

ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative.  This position may require the successful candidate to travel by air for business reasons, or service federal property.  Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.