Customer Service Representative II (West)

Customer Service Representative II (West) at WM in Boise, Idaho, United States Job Description Preference given to current

CE CSR I

agents. This role will primarily support schedules aligned with the following market areas:

SCA, PNW, FC, NCA

Ideal candidate would be bi-lingual (spanish) I. Job Summary The Customer Service Representative II position receives and processes inquiries from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. The role manages a high volume of inbound and outbound interactions from CE partners via multi-channels which may be a combination of platforms including phone, email, live chat, or self-service. Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The

WM CSR II

should expect to handle contacts daily in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries. The

WM CSR II

will handle a number of escalated contacts. The ability to consistently provide an exceptional level of customer service, briefly explain complex issues in simple terms, and demonstrate appropriate de-escalation techniques is critical to their success. II. Essential Duties and Responsibilities + Handle customer escalations that may require deviation from standard screens, scripts, and procedures + Provides daily guidance and assistance to contact center representatives + Independently and proficiently fields customer service inquiries and transactions of low to high level complexity from, commercial, industrial, and/or public sector customers for assigned market area(s). + Field customer service escalations in overflow capacity as needed for residential service inquires + Utilizes excellent and professional written and verbal communication skills to respond to incoming requests. + Provides education and information regarding accounts, charges,billing, and contracts that are advanced in complexity. + Communicates concise and accurate information. + Maintaining customer accounts by negotiating and documenting service type, pricing, billing, and other required information. + Maintains customers' accounts by processing service change and billing requests + 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 WM. + Escalates more complex issues at the

Job Posting:

JC291828810

Posted On:

May 15, 2026

Updated On:

May 15, 2026