Waste Management CSR II - SBS in Windsor, Connecticut

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Waste Management (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.

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.

Grow you 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?

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 ancillary 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 direct 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: 2 years of customer service experience with a minimum of 3-6 months as a WM customer service representative (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

  • Proficiency in MS Office,

  • Strong Keyboarding Skills WPM

  • Professional email communication skills

C. Other Knowledge, Skills or Abilities

  • 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.


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.”

I understand that applying to this job indicates that I have the legal right to work in the United States. I agree to perform physical duties of this position as outlined in the job with or without reasonable accommodations. I understand that if offered the position, I will be required to pass a drug screen.