Bilingual Customer Digital Care Representative

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WM

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1968

📦 Logistics

🏗️ Construction

🏭 Manufacturing

💰 Post-IPO Debt on 2023-07

Logistics • Construction • Manufacturing

WM is a company that utilizes cookies and other tracking technologies on its website to collect information about user preferences and devices. These technologies may involve sharing data that is considered "sale," "sharing," or targeted advertising under certain privacy laws in the United States and Canada. WM provides users with options to manage their cookie preferences and opt-out of these data-sharing practices as required by different privacy regulations. The company ensures compliance with privacy laws and offers detailed privacy policies and notices to keep users informed about their rights. WM emphasizes user consent in managing and processing personal information for advertising and analytics purposes.

📋 Description

• Serve as the end-to-end point of contact for customers • Receive and process customer service and sales inquiries through phone, email, live chat, and self-service channels • Respond to customer service and sales inquiries via digital channels • Educate customers on service options, charges, billing, and contracts • Handle mid- to high-complexity customer service inquiries and transactions • Establish customer accounts by negotiating and documenting service type, pricing, billing, and required information • Confirm understanding of customer needs, issues, and requests • Advocate for customers by engaging the appropriate WM departments and personnel to solve problems • Retain customers seeking to cancel services by identifying cancellation reasons and offering alternatives • Present WM products and services that meet customer needs • Cross-sell products and services and educate customers on WM environmental solutions • Offer, quote, and close prospective customer sales • Meet contact center quality, productivity, safety, and timeliness standards • Use WM business software tools, including Pricing Tools, AMP, Salesforce, Record Setter, Proposal Master, and EPLM • Run standard reports as requested by management • Maintain flexible scheduling and perform other tasks as required by the delivery channel

🎯 Requirements

• High School Diploma or GED (accredited) • 2 years of relevant work experience in a customer service or contact center environment • Experience handling customer requests, account or order changes, and issues • Bilingual French and English, spoken and written • Professional written communication skills • Ability to handle mid- to high-complexity customer service inquiries and transactions • Ability to use business software tools • Ability to work flexible schedules • Must live and work in Canada • CRM knowledge, including Salesforce, preferred

🏖️ Benefits

• Competitive total compensation package • Medical insurance • Dental insurance • Vision insurance • Life insurance • Short-term disability insurance • Stock purchase plan • Company matching on a RRSP • Paid vacation • Paid holidays • Paid personal days • Training and development opportunities • Opportunities for career advancement • Employee share ownership opportunities • Leadership and development programs • Wellbeing programs