Inside Commercial Rep
Call Centre hours of operation: 7 am - 5 pm MST. New ICRs will have a set 830 am - 5 pm shift until another shift opens up.
I. Job Summary
The Inside Commercial Representative position receives and processes calls from Commercial customers and serves as the end-to-end point of contact for customers. The Inside Commercial Representative (ICR) is responsible for closing new customer sales utilizing a consultative selling approach, maintaining current customers by utilizing creative problem solving and negotiation skills, resolve customer issues, handle service changes, maintain strong customer relationship and provide ongoing services to current customers. Collaborates with a team of Inside Commercial Representatives to meet overall call center objectives and enhance the customer service function to exceed all customers' expectations.
II. Essential Duties and Responsibilitiesinclude the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Fields single or multiple-market customer service inquiries and transactions of a mid to high level of complexity from commercial and industrial customers independently and proficiently:
- Communicates concise and accurate information.
- Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
- Confirms understanding of customer needs, issues, and requests.
- Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within Waste Management.
- Supports requested service lines as required. Handles multiple Market Area customer service inquiries and transactions proficiently.
- Uses authorized system to gather information, provide information, and/or update customer records.
- Provides standard and sometimes more advanced information and education regarding service options, charges, billing, and contracts.
- Effectively use Waste Management sales productivity software tools (i.e., Pricing Tools, AMP, Record Setter, Proposal master, EPLM, etc)
- Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.
- Completes cross training with Operations, Sales and Billing.
- Performs outbound calling campaigns:
- Initiates calls to customers to ensure that issues are resolved, to ensure customer satisfaction, to survey service satisfaction and follow-up on customer focus cards.
- 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.
- Update and secure customer service agreements.
- Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
- This includes meeting customer retention goals. Communicate to and work with the account Managers and Sales Manager to resolve unique customer issues/concerns.
- Reduce lost accounts by diffusing cancellation requests.
- Close prospective customer sales using knowledge of Waste Management services.
- Work with appropriate inside and outside sales representatives and Sales Manager to for follow up on larger and more complex accounts.
- Strives to meet or exceed sales, service and operational goals established for the call center, including productivity, quality, weekly and monthly sales activity targets and timeliness goals.
- Serves as a day to day resource for new hires and other CSRs requiring some guidance, assistance and training.
- Assists supervisory staff with handling escalated calls that may require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response
- As required by management, maintains routine customer service related reports and creates reports as requested.
III. Supervisory Responsibilities
This job has no direct supervisory duties, however may act as a lead to lower level CSRs as required by management. This may include training, coaching and providing feedback to CSRs in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/ firing or employee disciplinary authority.
IV. 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.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is: office setting.
V. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: A four year degree or equivalent experience.
Preferred: A four-year degree or equivalent experience, plus additional or specialized training, and four years previous experience.
B. Certificates, Licenses, Registrations or Other Requirements
None required.
C. Other Knowledge, Skills or Abilities Required
- Excellent verbal, written and analytical skills
- Computer skills - MS Office
- Typing Skills
- Professional phone 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
- Is consistently at work and on time
- 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 respond promptly to service requests to meet customer commitments.
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
