About this role
I. Job Summary
The FAST Analyst, is responsible for complete resolution of client and internal issues arising from implementation and/or de-implementation of new, renewing or existing customers for the Launch Team as well as WM Internalization and Client Solutions projects.
This position will require the employee to work 9:00am to 6:00pm ET based on customer support needs.
II. Essential Duties and Responsibilities
- Serve as FAST Response Team Launch Analyst for all implementations and de-implementations including managing, communicating, resolving, tracking, and reporting of all progress related to issue resolution. Also provides assessment and recommendations including identifying any areas of risk
- Manage and facilitate logistical execution with WM’s Operational (Market) Areas, third-party haulers and WMCS to fulfill contractual obligations and resolve issues
- Monitors overall workflow to ensure timely completion of projects and daily work requirements
- Resolves issues arising from internal department functions, or as brought forth by internal or external customers
- Tracks issues to resolution within department and in partnership with other groups
- Initiates departmental pre-bill audit process to ensure compliance with internal business processes and contractual obligations including price, cost, and service configurations
- Recommends changes, updates and processes for continuous improvement in areas of expertise
- Assists with special projects within Launch department or as part of cross-functional teams as required or assigned
- Subject Matter expert for customer escalations.
- All other duties as assigned
III. Qualifications
A. Required Qualifications
- Associate's degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and two (2) years of relevant work experience.
- 1 year of relevant work experience (in addition to education requirement).
B. Preferred Qualifications
- Prior customer service, customer escalation and resolution experience highly preferred.
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: 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.
Pay: The expected base pay range for this hybrid position is $55,990 - $65,890. 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.
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 401(k), 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.
ABOUT WMWM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.
Equal Employment Opportunity
For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.
Real ID
In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.