Customer Service Representative
WM, Vero Beach, FL, United States
Job Summary
The Customer Service Representative, Specialized Services position receives and processes calls and emails from At Your Door (AYD) participants and serves as the point of contact for these customers. The CSR is responsible for communicating program guidelines and scheduling pickup services for eligible participants, and for working with customers to creatively solve problems and resolve any identified customer service issues. The CSR collaborates with their team of CSRs to meet overall call center objectives and enhance the customer experience while exceeding all customer expectations. Additionally, the CSR plays a role in the packaging and mailing of "kits" to participants once they have been scheduled for household waste pickup.
Duties and Responsibilities
Respond to inquiries from participants/customers via phone and email about the AYD Service and schedule pick‑ups of approved household waste.
Communicate concise and accurate information.
Use the authorized system to gather information, provide information, and update customer records.
Maintain and produce reports as requested by management.
Confirm understanding of customer needs, issues, and requests.
Organize, create, and mail participant kits to be sent to homes prior to pick‑up dates.
Perform outbound call campaigns as needed.
Qualifications
Required:
High School Diploma or GED (accredited).
Experience:
3 years of relevant work in a customer service or call center environment handling customer requests, account or order changes and issues.
Preferred:
None specified.
Physical Requirements The job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, and copy machines. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the role.
Benefits At WM, each eligible employee receives a competitive total compensation package including medical, dental, vision, life insurance, and short‑term disability. Employees also receive a stock purchase plan, company match on 401(k), paid vacation, holidays, and personal days. Benefits may vary by site.
Office Hours Monday – Friday: 7:30 am – 5:00 pm Saturday: 7:30 am – 1:00 pm (rotating Saturdays)
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Duties and Responsibilities
Respond to inquiries from participants/customers via phone and email about the AYD Service and schedule pick‑ups of approved household waste.
Communicate concise and accurate information.
Use the authorized system to gather information, provide information, and update customer records.
Maintain and produce reports as requested by management.
Confirm understanding of customer needs, issues, and requests.
Organize, create, and mail participant kits to be sent to homes prior to pick‑up dates.
Perform outbound call campaigns as needed.
Qualifications
Required:
High School Diploma or GED (accredited).
Experience:
3 years of relevant work in a customer service or call center environment handling customer requests, account or order changes and issues.
Preferred:
None specified.
Physical Requirements The job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, and copy machines. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the role.
Benefits At WM, each eligible employee receives a competitive total compensation package including medical, dental, vision, life insurance, and short‑term disability. Employees also receive a stock purchase plan, company match on 401(k), paid vacation, holidays, and personal days. Benefits may vary by site.
Office Hours Monday – Friday: 7:30 am – 5:00 pm Saturday: 7:30 am – 1:00 pm (rotating Saturdays)
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