Builders Direct Desk Agent
Company: Waste Management
Location: TX
Category: Customer Service, Sales, Collections
Job Type: Full Time
Posted: 12/19/2018

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.
Job Summary

The Builder’s Direct Desk Agent (BDD) provides customer service for the construction department by serving as a point of contact for the customer and acting as liaison between the customer and operations. This position manages inbound calls, processes small contractor new service requests, assists all contractor service needs and provides outside sales rep support.

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.
  • Fields incoming calls of low to mid level complexity for the construction department independently and proficiently.
    Acts as contact for and liaison to construction customers and operations.
  • Strives to meet or exceed service and operational goals established for productivity, quality, and timeliness
  • Works to understand customers’ needs, issues and requests.
  • Establishes and maintains a high level of customer satisfaction by working with customers, operations, sales and set-up departments to resolve issues including escalated and complex customer service issues.
  • 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.
  • Initiates outbound calls to customers to ensure resolution of issues, customer satisfaction and to build loyalty.
  • Provides information and education to customers regarding service options, charges and billing questions.
  • Other duties as assigned.

The requirements listed below are representative of the qualifications necessary to perform the job.


Education and Experience

Education: High school diploma or G.E.D (accredited).

Experience: 2 years previous Customer Service experience and leading others

Certificates, Licenses, Registrations or Other Requirements

None required.


Other Knowledge, Skills or Abilities Required

  • Build Relationships
  • Think Strategically
  • Produce Results
  • Know the Business
  • Manage Work/Time

General Competencies Include:

  • Customer Service
  • Communicate With Impact
  • Demonstrate Professionalism
  • Make Sound Decisions
  • Proficient with Computer and Software Applications
  • Influence and Negotiate
  • Use Ethical Practices


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.



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