Bilingual Customer Digital Care Representative

Why WM Canada?

People are the driving force behind everything we do. 

From drivers and technicians to analysts, managers and corporate professionals, every employee plays a role in delivering essential services that support communities across Canada. 

Whether you're starting your career, growing your expertise or taking the next step into leadership, you'll find opportunities to build a long-term future at WM Canada.

We invest in our people through training, development and opportunities to grow because we believe great careers are built, not found. In fact, many of our leaders began their careers in frontline and technical roles, reflecting our commitment to developing talent from within.

Build a career that matters.

At WM Canada, the work you do extends far beyond the office.

Every day, our teams support the essential services that help communities thrive. Whether you're developing business strategies, supporting employees, serving customers, managing technology, driving growth or strengthening our brand, your contributions help power one of North America's leading environmental services companies.

Why join WM Canada?

Make an impact
Help shape solutions that support communities, customers and critical infrastructure across Canada.

Career growth that doesn't stand still
Build new skills, explore new opportunities and grow within a company that values internal development and advancement.

A culture built around people
Join a collaborative team that invests in leadership, development and helping employees succeed at every stage of their careers.

National scale. Local impact.
Be part of a Canadian team backed by the resources, stability and opportunities of a North American industry leader.

Rewards that grow with you
Competitive compensation, retirement savings support, employee share ownership opportunities and programs designed to support your wellbeing.

Why people stay

• Opportunities for career advancement
• Meaningful, purpose-driven work
• Strong leadership and development programs
• Industry stability and long-term growth
• A culture rooted in safety, integrity and accountability

Build your tomorrow at WM Canada.

I. Job Summary

Serves as end-to-end point of contact for customer base. Receives and processes customer service inquiries and problems interacting with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Records account activity, troubleshoots customer concerns and coordinates selling efforts with other sales teams. Reviews accounts, selling new business to existing clients, and converting accounts to a higher level through inbound calls.

II. Essential Duties and Responsibilities

• Utilizes excellent and professional written communication skills to respond to incoming customer service and sales inquiries via digital channels. Provides customer education regarding service options, charges, billing, and contracts that pay be standard or advanced.
• Fields customer service inquiries and transactions of a mid to high level of complexity for customers inclusive of:
• Communicates concise and accurate information.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• 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.
• Retains customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Presents WM products and services that will benefit the customer by meeting customer needs. Cross-sells new products and services to existing customers by educating customers on WM environmental solutions. Offer, quote, and close prospective customer sales using knowledge of WM products and services.
• Adheres to service and operational standards established for the contact center, including quality, productivity, safety and timeliness goals. Effectively uses WM business software tools (i.e., Pricing Tools, AMP, SalesForce, Record Setter, Proposal master, EPLM, etc.). Runs standard reports as request by management.
• Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels.
• Flexible scheduling and willingness to perform other tasks as required by delivery channel.

III. Qualifications 

A. Required Qualifications 

• High School Diploma or GED (accredited)
• 2 years relevant work experience in a customer service or contact center environment handling customer requests, account or order changes and issues (in addition to education requirement).
• Bilingual (French and English) - spoken and written

B. Preferred Qualifications 

• CRM knowledge (Salesforce)

IV. Physical Requirements

Listed 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.

☒ Office (Remote) 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.

Must live and work in Canada.

Pay: The expected base pay range for this remote position is $48,000 - $56,000 . 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. This position is for an existing vacancy.


V. Benefits 
At 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 RRSP, and more. 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.