Customer Experience Coordinator - Waterloo At Waste Management

Req Number: 18000612 | Date Posted: 1/12/2018

Job Description

As the Customer Experience Coordinator, you will provide administrative support to the Call Center and communicate with customers to improve the overall customer experience.

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. 
• Manages customer escalations for Call Center 
• Manages customer experience survey feedback in an effort to paint a picture for the Area on where opportunities for improvement exist.
• Assist Customer Experience Manager and Call Center with administrative needs. 
• Prepares and updates recurring and routine internal reports, collects and verifies data, refers problems to manager for solution.
• Coordinates general activities and programs for the Call Center.
• Utilizes effective listening and communication skills to identify problems, needs, and opportunities. 
The requirements listed below are representative of the qualifications necessary to perform the job.

Education and Experience

• Education: High School Diploma or GED.
• Experience: 4 years of relevant work experience. 

Other Knowledge, Skills or Abilities Required
• Exceptional and professional phone etiquette with concentration of emotionally-charged calls with customers who may have experience service-related issues
• Experienced in handling customer escalations
• Experienced with outbound customer (existing customer) calling to customers in order to actively engage in problem resolution
• Excellent oral and written communication skills.
• Comfortable working with confidential information
• Advanced working knowledge of excel, including pivot tables
• Extremely positive attitude towards our customers and who can influence other’s attitudes towards customers.
• Problem solving and decision-making skills.
• Ability to review and analyze basic data
• Self-starter who possesses the ability to prioritize tasks and work independently.
• Able to build strong internal working relationships and able to engage with, be part of and demonstrate leadership skills 
• Bilingual in French considered an asset
• Experience with preferred

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. Our Call Centre is open 7am – 7 pm. The successful candidate will be able to work a 10:30 am – 7 pm shift twice (2) nights per week.

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on Company Pension, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click "Apply.”

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.

Grow you career! Grow your network! Grow with Waste Management! If you bring the passion for customer service, we will give you a fun and engaging work environment, a great compensation and benefits package, and opportunities to grow with our organization. Waste Management is looking for goal oriented, Customer Focused Inbound Service Representatives like you to provide world-class customer service to our customers. What are you waiting for apply today!

Job Snapshot

Employee Type: Not Specified
Location: Waterloo, Ontario, N2K 4M8
Job Type: Full-Time
Date Posted: 1/12/2018
Req Number: 18000612

About US

Waste Management is North America's leading provider of integrated environmental solutions. We partner with our customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy. We are on a quest for environmental performance, a mission to maximize resource value, while minimizing - and even eliminating - environmental impact so that both our economy and our environment can thrive.

Headquartered in Houston, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 367 collection operations, 355 transfer stations, 273 active landfill disposal sites, 16 waste-to-energy plants, 104 recycling plants, and 111 beneficial-use landfill gas projects.

We offer a great benefits package which includes Health Care, Family Care, and Financial & Educational Benefits.