{"id":2874165,"url":"https://alion.io/job/wm-customer-service-representative-ii","title":"Customer Service Representative II","company":{"id":1762518,"name":"WM","domain":"wm.com","url":"https://alion.io/company/wm-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":93,"open_postings":184,"ghost_share":0,"stale_share":0.473,"repost_share":0.005,"time_to_fill_p50_days":17,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oakland, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":123000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":602},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T17:30:58Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-21T18:29:50Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"I. Job Summary\nThe 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 telephone and email.\nII. Essential Duties and Responsibilities\nIndependently and proficiently fields customer service inquiries and transactions of low to high level complexity from residential, commercial, industrial, and/or public sector customers for assigned market area(s).\nUtilizes excellent and professional written and verbal communication skills to respond to incoming requests. Provides education and information regarding accounts, charges, billing, and contracts that may be standard or advanced.\nCommunicates concise and accurate information.\nEstablishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.\nMaintains customers’ accounts by processing service change and billing requests\nConfirms understanding of customer needs, issues, and requests.\nListens for and identifies opportunities to cross sell additional products and services.\nServes as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within WM.\nEscalates more complex issues to appropriate level.\nSupports other service lines when required; proficient in multiple queues / service lines.\nAdheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.\nResponsibilities may include, but are not limited to system queries, report management, and liaison among internal CE partners\nCompletes cross training with Operations, Sales and Billing.\nAble to perform outbound calling campaigns, as needed\nAttempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.\nStrives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.\nServes as a training resource for new hires and other employees requiring assistance\nIII. Qualifications\nA. Required Qualifications\nHigh School Diploma or GED (accredited)\n2 years of previous experience in customer service or call center environment handling customer requests, account or order changes and issues\nB. Preferred Qualifications\n1 year of experience as a WM Customer Service Representative\nIV. Physical Requirements\nListed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.\nOffice: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.\nPAY: The expected base pay rate for this office/on-site position is $26.04. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.\nV. Benefits\nAt WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.\nIf this sounds like the opportunity that you have been looking for, please click Apply.","description_format":"text","description_chars":3812,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Waste Management","Environmental Science"],"lifecycle":[{"event":"open","at":"2026-10-19T20:47:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":17,"reasons":["conf:3","win:early","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/wm-customer-service-representative-ii","json_url":"https://alion.io/job/wm-customer-service-representative-ii.json","meta":{"generated_at":"2026-10-21T19:30:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27662,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1762518},"rest":"https://alion.io/mcp/rest/get_company?id=1762518"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwm-customer-service-representative-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwm-customer-service-representative-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwm-customer-service-representative-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wm-customer-service-representative-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwm-customer-service-representative-ii"}]}