Waste Management Operational Update

We are thankful to report that Waste Management’s operations are going well. We are pleased to share that the health of our crews has been sustained and the number of drivers and helpers reporting to work remain strong. We stand prepared for any reported Covid 19 cases among our teammates and will be ready to implement revised procedures and protocols in support of continuity of service.

As was the case last week, Waste Management is seeing a continued trend for increased pounds of trash served at the curb. The reported increase in volume from last week is 24%. Our operations team is adapting to the increase and meeting the needs of our communities.

Our call center service department remains fully functional with agents assisting customers from their homes. Our call volumes have increased exponentially during this time from 1,500 calls per day to now 3,500 calls per day for our Texas and Oklahoma service areas. Our wait times are longer than usual this past week, but we are confident those hold times will decrease as we work to improve these metrics. As with our service crews, our call center agents are adapting and making every effort to meet the growing needs of our communities.

We also want to take a moment to thank the many families that have left encouraging words and messages for our crews at the curb. These kind acts are treasured!

Thank you for entrusting our WM team to serve your community.

Customer Service Contact

Phone: 1-800-800-5804
Email: cssatex@wm.com
Virtual chat: www.wm.com

COVID-19 Update from Waste Management

Good Afternoon,

During this challenging time, our top priority remains the health and safety of our employees and communities we serve. Given the pace and magnitude of the changes we are experiencing as a business and as a society, we understand it is important for Waste Management (WM) to keep you informed of the status of the essential services we provide. Included below is our operational update for today, as changes occur WM will keep you informed.

WM’s Operational Update

We are excited to share that our residential service department is fully functional with all agents working from their homes, using company provided laptops and software. Thank you for your flexibility while we worked to ensure the health and safety of our call center agents.

As reported last week, Waste Management is seeing a continued trend in the amount of trash being placed out by residents. As of yesterday, the number of pounds of trash being placed out per household has increased by 12.8%.

The good news is that all our drivers and helpers are healthy and working to provide outstanding collection and disposal service to the communities we serve.

Our customer service agents are ready to provide solutions and support for residents who may need assistance or have questions. Thank you for entrusting our WM team to serve your community.

Customer Service Contact

Phone: 1-800-800-5804
Email: cssatex@wm.com
Virtual chat: www.wm.com

Sincerely,
Tiana Smith
Public Sector Solutions Manager
Waste Management of Texas, Inc.