Job Details

** Customer Service Representative, Construction**

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New **Location:** This will be a remote / work from home position, but occasional trips to a local area office will be necessary, so it is important for this person to **live in GA, NC, or SC**. 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.*

**Job Summary**

The **Customer Service Rep Construction** position (known internally as the **Builders Direct Desk Agent**, or **BDD** for short) provides customer service for the construction department by serving as a point of contact for the customer and acting as liaison between the customer and operations. This position manages inbound calls, processes small contractor new service requests, assists all contractor service needs and provides outside sales rep support.

**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.

Fields incoming calls of low to mid-level complexity for the construction department independently and proficiently.

Acts as contact for and liaison to construction customers and operations.

Strives to meet or exceed service and operational goals established for productivity, quality, and timeliness

Works to understand customers needs, issues and requests.

Establishes and maintains a high level of customer satisfaction by working with customers, operations, sales and set-up departments to resolve issues including escalated and complex customer service issues.

Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups and other customer-related issues.

Initiates outbound calls to customers to ensure resolution of issues, customer satisfaction and to build loyalty.

Provides information and education to customers regarding service options, charges and billing questions.

Other duties as assigned.

**Supervisory Responsibilities**

This job has no supervisory duties.

**Qualifications**

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Education: High school diploma or G.E.D (accredited).

Experience: Two (2) or more years previous customer service experience (in

addition to education requirements).

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

Build Relationships

Think Strategically

Produce Results

Know the Business

Manage Work/Time

General Competencies Include:

Customer Service

Communicate With Impact

Demonstrate Professionalism

Make Sound Decisions

Proficient with Computer and Software Applications

Influence and Negotiate

Use Ethical Practices

**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: Remote / work from home / office.

**Benefits**

Youll receive a top-notch benefits package, including Medical, Dental, Vision, Life Insurance and Short and Long Term Disability. We have a great Employee Stock Purchase Program (ESPP), a fantastic company match on 401K (4.5% with NO vesting period), generous vacation and sick time, and well also pay for 100% of your education!

**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 G.E.D (accredited) Experience: 2 years previous Customer Service experience and leading others

B. Certificates, Licenses, Registrations or Other Requirements None required. C. Other Knowledge, Skills or Abilities Required General Competencies Include: Customer Service Build Relationships Communicate With Impact Demonstrate Professionalism Make Sound Decisions Think Strategically Proficient with Computer and Software Applications Produce Results Know the Business Influence and Negotiate Manage Work/Time Use Ethical Practices **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. Equal Opportunity Employer: Minority/Female/Disability/Veteran If this sounds like the opportunity that you have been looking for, please click "Apply"