WM Cares Representative

Job description

I. Job Summary The WM Cares CSR position receives and processes escalated and Corporate contacts from customers across the enterprise from all channels which include: phone calls from customers, forwarded calls, Better Business Bureau complaints, Social Media, Email, etc. Touch points with the call centers across the enterprise to ensure customer resolution, root cause analysis and proper handling of the customer escalations. They will be empowered to follow a process for customer resolution calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of Customer Service Representatives (CSR) to meet overall call center objectives and enhance the customer service function to exceed all customers expectations. Preference to hire from within the current WM CE Team 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. III. Supervisory Responsibilities This job has no direct supervisory duties. This position does not have hiring/ firing or employee disciplinary authority. IV. Qualific...