City Of Batavia: Waste Management Customer Service

Press release from the City of Batavia:

March 4, 2022

Waste Management Customer Service

Batavia residents have many options for how and when they interact with Waste Management. Whether via by phone, Live Chat, online at wm.com or through our mobile app, customers want an interaction that is fast, friendly, and convenient. Waste Management’s dedicated Customer Service Team supports the City customers by managing our phone, email, and online customer service functions and are ready to serve Batavia residents on day one of the new contract extension.

Waste Management maintains a call center with trained agents in the services provided to the City of Batavia. Agents are available Monday through Friday 7:00AM to 5:00PM to answer any service calls from Batavia residents. All calls will be given prompt and courteous attention. In the case of a missed scheduled pickup, Waste Management will arrange for a pickup within 24 hours of being notified of the missed pickup. Waste Management will maintain a log of complaints, which shall be made available to Batavia Staff for inspection upon request. The Call Center is closed on New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day.

Service issues are managed through a ticket system. Each ticket is created in an open status and requires closure upon completion of requested action and/or resolution. Local management and their teams are responsible for providing requested service and/or issue resolution and to monitor the status of all tickets for timely service completion.

In the event of an outage at our regional customer service center, Waste Management maintains other customer service centers throughout the United States that can support Batavia calls if needed. Our technology infrastructure allows calls to be rerouted among Waste Management call centers in other regions in the event of an emergency (e.g., power outage, natural disaster, etc.). All agents have access to our

Knowledgebase Management Tool, “Green Pages,” and can assist Batavia residents at all times with community-specific information.

Live (Digital) Chat

A team of customer service professionals is dedicated to this service channel. Chat sessions are initiated through our website wm.com, in real time, Monday through Friday, 7:00AM to 5:00PM.

Introduced in November 2016, our customer service number now features an Interactive Voice Response (IVR) system. Through IVR customers can find out basic account information and make account payments through an automated system during non-business hours.

Email

Batavia staff and residents may email their request to Waste Management Customer Service through the following email wmilmv@wm.com . Information required: name, address, phone number, issue.

NEW! Customer Service Digitalization. Understanding that customers want to manage their waste like all other online purchases, Waste Management made a commitment to creating a comprehensive, easy-to-use digital service option. This groundbreaking tool will give WM direct-billed customers the ability to manage their entire waste portfolio without ever having to pick up the phone. They can set up service, request an extra pickup, add a waste stream, view their service and order history, report and view resolution status of service concerns, view their collection schedule, and more. In the age of the “new normal,” our customer service digitalization efforts will make it easier and safer than ever for the City’s residents and businesses to manage their waste.

WM is committed to finding ways to make it easy for our customers to manage their services conveniently and efficiently. Our new technologies provide our customers with the ability to better manage their accounts, improve communications and enhance their customer experience. We are excited to share the features available on our new My WM mobile app and wm.com along with the services now available to our commercial and municipal customers.

My WM Mobile App

Waste Management has launched the all-new My WM mobile app, empowering customers to enjoy a customizable experience through every stage of their service journey. The mobile app utilizes a modern design and a variety of self-service capabilities that allow customers to conveniently manage their accounts in one place.

With the My WM mobile app, customers can:

For a video tour of the new My WM mobile app, visit www.wm.com/us/en/my-wm-mobile-app. The My WM mobile app is available for iOS (iTunes App Store) and Android (Google Play).

We provide a highly effective and easy-to-use website that allows customers to easily manage their accounts online. The site includes an assortment of 24/7 self-service features. Through wm.com, customers can:

Local Website home.wm.com/batavia

Waste Management has developed a customized webpage, tailored to the City of Batavia that includes meaningful service information and resources that reflect the interests of your residents. Using Waste Management’s local website, residents can easily find City-specific service information, disposal resources, rates, and recycling education. Residents can also:

This press release was produced by the City of Batavia. The views expressed here are the author’s own.