Waste Management Interview
Questions

6. In your point of view, what environmental issue will require the most attention in ten years? As you come to Waste Management to interview, your interviewer has a pretty good understanding of your skills and abilities that you'll bring to the table by looking at your past work history and speaking to references. For this question, your interviewer is looking to hear your philosophical view on what you believe is the key environmental issue in ten years. Be sure to speak openly and honestly with what you feel is the key issue and focus your answer on why you believe it is important and give some ideas with how you feel it can be monitored and fixed. Here is an answer example: "To me, the availability of quality water on our planet will continue to be a major issue and if desperate measures aren't taken, it will continue to worsen as we move forward. Water is one of the key elements of survival in the human race and that's why I've dedicated a lot of my effort in my career towards wastewater treatment using nanotechnology." Here is an answer example: "I think to truly answer this question and all of the issues that face our field moving forward, we have to look at overpopulation of the planet and how we will deal with pollution, water and natural resource issues. Each year, global industrialization and expansion creates less and less natural areas on the globe and resources like forests are wiped out on a regular basis. There are many theories to tackling this issue and more research and education of the general public will be important."7. Where have you seen common failures or breakdowns in customer service and how would you address these issues with the clients here at Waste Management? When a consulting company like Waste Management is called, it is likely that that organization has seen some failure in the service that they have been providing to customers. In this role as a consultant, you will be asked to help diagnose the issues and help fix them for your clients. For this question, your interviewer is first seeking to see what you have seen in your career as common failures in customer service. Second, and most importantly, your interviewer is looking to hear how you would go about solving the issue with clients. Make sure to be as detailed as possible in this aspect of your answer. Here is an answer example: "In today's digital age where people are looking for results and looking for them now, time is a huge hindrance in providing excellent service to customers and I've personally witnessed timing issues and helped diagnose them for my employers. Most important is setting realistic time expectations with customers that you are able to deliver on every time. In some instances, this has been easily remedied with simple education between departments. In other instances, it has been solved through the creation and implementation of timing policies for customers." Here is an answer example: "Having consulted now for five years and having worked across many industries, the most common failures in customer service stem from staff that are poorly trained and/or poorly equipped to do their job. Assessing the competency of employees is my first step when consulting a new business and based off my assessments, I can make recommendations for education and training for the staff. Often, general customer service training suffices. At times though, this training needs to be very industry or product specific and I've helped create several specific training programs for employers."8. What do you believe to be the number one quality that most influences the overall customer experience? As a consultant in the customer service arena, you will be considered to be an expert on customer experience and customer satisfaction to the clients that you work with. While this question is certainly open ended, your interviewer is looking to hear that you have passion and belief in your answer because there is indeed no right or wrong answer to this question. Be sure to prepare for your interview ahead of time and be able to speak openly and passionately about what you believe is the most important factor for a satisfied customer. Here is an answer example: "As I've worked in customer service my entire career in retail sales and in dining, I truly believe that the best customer experience is provided by happy and engaged employees. If employees are satisfied with their work and believe in the product that they are selling, they are able to speak to customers intelligently and wisely about the product and they do it with a big smile on their face. This factor is what helps keep customers coming back time and time again." Here is an answer example: "I'm a firm believer that a positive customer experience, no matter the business or industry, comes from the basic human need of trust. Any customer of any business is inherently putting their trust in the company, the product and the associate that they are working with that the will receive a quality product and quality service. In projecting this out to those that provide customer service, there are many factors to building trust with customers. Being knowledgeable, being friendly and considering the needs of the customer are of utmost importance to gain trust. These factors are just the tip of the iceberg when it comes to building that trust."9. To help determine your qualifications for this role here at Waste Management, please dive into your background in customer service. Do you have any direct experience in training others in customer service? Consulting in customer services can vary greatly from industry to industry and organization to organization. This is no different than consulting for Waste Management. To get a better feel for your resume and your experiences, your interviewer is looking to hear about your experiences first-hand during your interview. Most importantly, to gauge your direct experience that will translate well to a consultant role, talk about your experiences in training others in sound customer service techniques and policies. Here is an answer example: "As you can see from my resume, my career in customer service started in college while working toward my undergraduate degree. Working for a large call center, I learned the importance of listening to customers and solving their issues creatively. Following college, I started in retail management with a large clothing store. Since being in that role for over 12 years, not only have I spent extensive hours training staff on customer experience, handling adversity and other subjects of the like, I've also helped create and implement successful training programs in these areas. My experience there could prove to be a big asset here at Waste Management." Here is an answer example: "Having spent my career in the hospitality and tourism world, customer service has always been priority number one in ensuring the happiness, safety and return of every customer for another stay. Whether it was during my time working front desk or concierge of high profile hotels or in my current role as General Manager, customers have always been my top priority. Through Hilton, I've trained in the Hilton Hospitality & Service program and am now a certified trainer for new staff. I can take that training and apply it across many industries here at Waste Management."10. In what ways would our clients here at Waste Management benefit from your knowledge and services? This question is your chance to talk about the unique skills and knowledge that you would bring to Waste Management and that is exactly what your interviewer is looking to hear. In your answer, keep your focus centered on how clients of the organization will benefit from the things that you bring to their table because Waste Management is client focused in all that they do. To be effective with this answer, be sure to do your research on the clients at Waste Management and think about how your experience will be beneficial for them. Here is an answer example: "As you can see from my resume, I have extensive experience in risk management in the healthcare industry. Having worked with some major players in the industry, your healthcare clients would benefit the most from the experience and solutions I could help provide them. Not to leave other industries out, I think my experience in the healthcare realm will also translate nicely to your clients in other areas of the private sector." Here is an answer example: "Having worked in accounting and tax law in a few different industries during my career to this point, I also have the unique experience of creating new organizational policies and procedures in my current role. In hearing more about this role, I think this experience would be very beneficial for your clients as I would be helping advise them in their practices and creating new policy would be crucial in that process."11. At Waste Management, safety is a top priority in all of the work that we do. Walk me through how you prioritize safety in your work. In the garbage and waste industry, heavy equipment and toxic waste exposure are just the tip of the iceberg when it comes to potential safety hazards on the job. Prior to your interview, think about the particular job that you are interviewing for and pinpoint the key safety hazards. Then, during your interview, highlight our ability to be conscientious of those safety hazards and talk about the steps you take to ensure that you and others you work around remain safe while on the job. Here is an answer example: "Having driven professional routes for a majority of my career, safety for me starts on the road by coming to work well rested and ready to start the day attentively. I have a clean driving record and take great pride in my ability to navigate large trucks safely and efficiently. In looking to transition to the filed of trash disposal, learning how to operate the garbage trucks safely would be a top priority. I would take my initial days on the job to learn how to safely operate the packer blade and hopper parts." Here is an answer example: "Having been a mechanic for four years now out of tech school, safety in the shop is something that I never take for granted. I have been trained in and utilize safe lifting techniques, wear safety equipment like gloves and safety glasses and proper fuel disposal when needed. I am proud to say that I have never experience a work related injury and I owe my focus on being safe in the shop to that."12. Talk about a time you had to work with a very difficult person. What was the situation and how did you handle it? At some point in any person's career, they have to work with a colleague or customer who is extremely difficult. Rather than looking to hear the fine details as to why this person was difficult, your interviewer will be looking to gain insight into how you personally handled the situation and others like it to ensure that a sound relationship was fostered even when you faced difficult circumstances. In your answer, some key things to focus on are your ability to be tolerant, understanding and a great communicator in these situations. Here is an answer example: "In my current role, I have a customer that flies off the handle very easily if things don't happen just right and I learned this from my first interactions with him. In seeing this happen from the start, I have always maintained a calm demeanor when he was upset and showed empathy by asking questions about his expectations and how to fix situations for him. To this day, I expect difficulty from him when we work together and the years we've had a working relationship together have better prepared me for more clients like him in the future." Here is an answer example: "A couple of years ago, a close colleague of mine had a very abrupt turnaround in her attitude and performance on the job. She was very curt and abrasive in conversations when she was normally very talkative and friendly on the job. After noticing some concerns in her work, I approached her with an open mind and asked her what was going on to cause these things to change. I showed concern and approached her as a friend and this approach prompted her to tell me about some issues happening in her personal life. By taking this approach, rather than getting upset or even made with her, I showed her that I cared and valued her as a person and my approach helped her open up and turn her life at work back around to the positive side."13. Customer service is our top priority at Waste Management. What is your customer service philosophy? Because Waste Management puts so much effort into their customer service reputation, the interviewer needs to be confident that your customer service values align with theirs. Be sure to research the Waste Management website and take note of any keywords they use when it comes to their customers. Match your language with theirs. Here is an answer example: "I noticed on your website that you put a lot of value into your customers by actively listening to their needs. You also survey them regularly while staying on top of industry trends so that you can provide them with innovative new services. To me, customer service goes beyond friendliness and efficiency. You need to understand your customer's business needs and have the ability to analyze their future needs so that you can respond appropriately to their business landscape changes." Here is an answer example: "As overused as this phrase may be, 'Service with a smile' has always been my customer service philosophy. Very few people can resist a great smile and a friendly interaction! Friendliness warms customers up, makes them more inclined to work with you, and also diffuses a conflict quickly."14. The customers here at Waste Management depend on us to be dependable on a day to day basis. If we hire you, how can we be sure that you will be a reliable employee? Waste Management runs their services at least five days per week and customers see a truck by their curbside at least once per week. Their dependence on your service will be recurring on a weekly basis and, in turn, Waste Management will be reliant on you to show up for work every day and be ready to perform to the best of your abilities. In your answer to this questions, try to give your own personal philosophy about being reliable while also giving an example or two that really proves your ability to be counted on in this job. Here is an answer example: "As a true team player, I know that my colleagues rely on me to be on time to work each and every day and do what it takes to get the job done before heading home. In turn, this reflects positively on customers. My personal attitude towards reliability is best reflected in a situation last year where we had several fleet vehicles break down on a cold winter afternoon. In preparation for a big day the next day, several colleagues and I volunteered to stay as long as necessary to make sure our entire fleet was up and running the next day. While this turned into a 14 hour work day, I wasn't satisfied until our work was done." Here is an answer example: "During my career, I am very proud to say that I've only called in sick to work twice and that both of these instances were extreme cases of sickness in the stomach flu and bronchitis. I can play and work through little aches and pains and I know that my coworkers depend on me to do that, just as I expect that out of them. In this job, I know that my route would be running five days per week and it just isn't in my blood to expect someone else to pick up for me when I can't be counted on."15. At Waste Management we have many local competitors. In your opinion, what makes us stand out from the crowd? It is crucial that you research Waste Management before your interview and be sure to learn about their business landscape. Who are their competitors? What are customers saying online? Check out some favorite review sites to get an idea of what the public is saying about Waste Management vs. their local competitors. Keep your answer positive and complimentary. Here is an answer example: "After researching Waste Management online, I found that you stand out from the many ways that you give back to your community. On the Waste Management website, as well as third-party review sites, people are talking about the charitable contributions and generosity coming from Waste Management. These factors make your company a big stand-out to me because I am serious about working for an organization that is aware of their social impact." Here is an answer example: "I believe that Waste Management has superior services and products. Your competitors seem to scratch the surface with some, but your offerings are so much more robust."16. Rate your communication skills from 1-10 with proper examples backing your given rating. On a scale of 1-10, how skilled are you in communication? Why did you choose that particular rating for yourself? Here is an answer example: "I rate my communication skills as a 9/10 as I will, on occasion, have times when I am not as clear as I would like to be. My supervisor and co-workers will attest to my clear and concise communication skills. Because I am an open leader, my team will let me know if I need to clarify anything." Here is an answer example: "I will rate myself an 8.5 because I consider myself a strong communicator. It is the foundation of all success in business. I am always striving to be a better communicator, so I leave the rest of the scale as an aspirational measure."17. If you are hired for this position here at Waste Management, what do you think the biggest hurdle for you would be from the start? For this question, you can showcase your research that you've done on both Waste Management and the role you are interviewing for by being upfront and honest about what you feel would be the biggest learning curve for you if hired for the position and giving your plan for how you would approach this hurdle. In your answer, make sure that you highlight your skills and abilities in making a molehill out of a mountain on your way to success in this role. Here is an answer example: "As you can see from my resume, most of my career experience is in the food industry. If fortunate enough to be hired for this position, the biggest area for learning for me would be the finance side of other industries like technology, telecommunications and healthcare. From day one, I would begin by thoroughly research the clients here at Waste Management and speaking with as many industry experts that I know through business networking. While learning the ins and outs of other industries is the biggest learning curve for me, I see it as a great opportunity for me to become more proficient and effective in the work that I'd be doing for you." Here is an answer example: "While this may sound funny to you at first, I think the biggest challenge for me from the start will be adapting to the great corporate lifestyle and culture here at Waste Management. When I saw this position being open for applicants and I did my research, I was extremely excited to hear about the flexibility and openness to the ideas of your staff members. I've been working for six years in an environment that is very opposite of an open culture for new ideas and for me personally, it will feel foreign for me to bring new ideas to the team here and have them be accepted."18. Which accounting platforms are you familiar working with? Coming to work for Waste Management as an accountant, your interviewer is looking to hear how fluent you are in working on the technical side of the job. Talk about your experience in working with some of the many accounting programs. No matter which programs you are familiar working with, make sure that your interviewer has the clear understanding that your readily adaptable to working on any program and that you understand the importance these platforms play in your work. Here is an answer example: "As you can see from my resume, my experience over the past 15 years has placed me in a few different industries. With each industry has come experience working with many accounting software programs. I have worked in Infor, QuickBooks, Net Suite and Patriot Accounting over the last five years alone. While they all have their features and benefits that are catered to each industry, I've found myself able to learn systems proficiently and adapt my work to the needs of the systems. If hired here at Waste Management, you can rest assured knowing that I would pick up any systems with ease." Here is an answer example: "In my current role, I work exclusively with SBS Financials Suite. I love its ability to custom create reports that are reusable over time and adaptable to be able to use with different internal customers. I also love the budgeting and electronic invoice approval features of this system. In knowing other systems like Workday and QuickBooks, I am confident in my ability to pick-up and work on just about any system quickly and efficiently."19. What are some of the bigger energy sustainability projects that you've been a part of during your career or training? In looking to move to the consulting world at Waste Management, your prior experience in energy sustainability projects will prove to be an asset for the clients that you will work with. Talk in detail to your interviewer about a major project or two that you were a part of. As you speak, be sure to reiterate that this type of project would be beneficial to clients that you will work with at Waste Management. Here is an answer example: "With my current organization, I have traveled throughout central and South America to help design and build geothermal power plants for countries in dire need of efficient and environmentally friendly electricity. These projects have put me working with people from all over the world and I've learned so much great information that I can pass forward to the clients here at Waste Management." Here is an answer example: "Solar energy has always been a passion of mine. I've had the opportunity to work with the installation of photovoltaic cells on the sides of large skyscrapers and the implementation of solar power towers in countries around the world. The power of the sun to create energy on earth is so powerful and I truly believe that our technology is just touching the surface of what we can harness. I would look forward to working with clients on new and exciting projects as we move into the future."20. Here at Waste Management, customer service is a priority because we are in a very competitive industry. How would you handle a customer that was upset with the work you provided or the company in general? Depending on the potential role that you are interviewing for with Waste Management, the level of customer service that you would provide and how your provide can differ greatly. Prior to your interview, think about the role you will play with the customers of Waste Management and potential reasons they could feel their service lacked. In your answer, be sure to highlight your ability to listen attentively to the needs of the customer and do what is necessary to help fix any situation that you would face on the job. If you have experience in handling customer complaints, be sure to talk about that experience as well. Here is an answer example: "In my current role as a route driver in the beverage industry, I am often the whipping post for customers a I am face to face with them for a significant amount of time. I've had customers complain about price increases and products being out of stock, all when I've had no part of those decision making processes. I always take the approach of reflectively listening to the customers and ensuring them that I would make their voice heard. When needed, I would contact my sales rep or manager to pass along concerns and follow up with the customer as well. In this role, I would take that same approach while holding myself accountable for my own actions." Here is an answer example: "When on a collection route, I fully understand that I am the face of the company in front of customers. I would always hold myself in the most professional manner. If a customer were to vent about their service, costs or any other complaints, I would be sure to listen to all of their concerns, answer any questions that I could and take any question I couldn't answer to someone that could within the organization. Customers want to be heard and the difference between providing a listening ear and not doing so can mean a lost customer in no time."21. A key component to success here at Waste Management is building solid relationships with new clients. How do you effectively get to know new people and lay the groundwork for a long lasting relationship? The fast paced world of business consulting requires the ability to build relationship after relationship with all of the clients that you will potentially be working with. For this question, your interviewer will be looking to gain insight into how you build relationships with new people from the first time you interact with them. In your answer, talk about how you gain and build trust with new people and explain how the little things in your initial interactions go a long way toward building long lasting working relationships. Here is an answer example: "I am a firm believer that success in any role I've played in my career was due in part to the relationships that I've built in those roles. Whenever I have the chance to work with a new colleague or a new customer, my approach is to create an initial connection with them to build trust. After that point, my interpersonal skills take over through active listening. I use my listening skills to learn about the motivating factors and needs of the person that I will be working with and this helps mold that respect and trust between us even more. I think this approach would be very critical in working with new clients on a regular basis here at Waste Management and I'd love the opportunity to bring these skills to the table for you."22. We have a wide range of services at Waste Management. Have you ever used any of our services? The interviewer wants to know that you are well aware of the services offered at Waste Management. Have you used them previously? Discuss with the interviewer any exposure you have had to the company. Keep your response positive and lighthearted. Here is an answer example: "I have not personally used your commercial services; however, I have friends who have used Waste Management for their business needs and their reviews were always positive!" Here is an answer example: "I have been a customer of Waste Management before, yes! The services I used were A, B, and C. My experience here was very comfortable, and everyone was professional. This experience is one of the reasons why I applied for this role. I want to work for a company that has high standards, and I know first hand that you do!"23. What types of training and experience do you have in operating heavy equipment? For laborer jobs with Waste Management, the ability to operate heavy machinery is a must on the job. Based on your application and resume, your interviewer may not be able to get a good sense for your direct experience and training in operating heavy equipment, so they are asking this question. Talk about the different types of experience and training you've had throughout your career while keeping an open mind to learning and mastering new pieces of equipment if necessary for this job. Here is an answer example: "As you can see from my application, I have worked for five years with a large regional recycling center. I have operated several large balers and received training on operating those pieces of equipment. If hired for this position, I think this experience would be very helpful in the recycling center here at Waste Management. It also bodes well for potential training I would receive on other equipment as well." Here is an answer example: "As you can see from my resume, my time working in the warehouse industry has required me to have a CDL and operate tractor-trailer combinations in our yard on a regular basis. As well, I have experience operating fork lifts, balers, shrink wrapping equipment and general warehouse lines. My diverse equipment experience would be beneficial for this job at Waste Management because I've shown an ability to learn and be flexible with heavy equipment and to learn things quickly and efficiently on the job."24. Would you say that you are a goal oriented person on the job? Why would you say that? Success in business consulting is most often measured in the achievement of goals for clients and for this question, your interviewer will ideally be looking to hear that you are driven by goals and that you have the ability to set them as well. In your answer, give your interviewer the sense that you are goal oriented by giving an example or two of a time where you set and worked towards a goal as part of a team effort. Explain your part in the achievement of the goals and your ability to stay focused on the end result. Here is an answer example: "If hired for this position, one of the first things that you'll learn about me is that I am very driven to succeed in all that I do on the job. For me, personal drive definitely centers around goals and my desire to achieve them. I have the focus to set goals myself and to work towards goals that are set by my organization, my leaders or my customers and I would bring this ability with each client that I work with here at Waste Management." Here is an answer example: "I would definitely say that I am goal oriented in the work that I do on a daily basis. In project management, I work off of both time related goals and production related goals and these really drive my daily tasks and my delegation of responsibilities to other team members. If given the opportunity to come work for Waste Management, my clients would greatly benefit from my ability to both set and achieve goals with them."25. Talk about a time that you successfully educated another individual or group in your area of expertise. What made your educational experience effective? The role that you are interviewing for with Waste Management will likely involve providing education to clients in your area of expertise. For this question, your interviewer will be looking to hear that you are comfortable and effective in providing education by having you talk about a time that you have done so. In the example that you provide, try to point out some key items to making business education successful like developing a plan/goals, respecting differing viewpoints/opinions, making it hands on and making it fun. Here is an answer example: "Probably the aspect that I love the most about my current job is being the lead for training new hires into our department. Because of my years of experience and my innate ability to effectively orientate new employees, my director asked me to take this duty about four years ago. My approach with any new hire is to customize their training based on their knowledge and experience so the training is effective for them. What works for one person may not work for another and I always need to be fluid with this. I also prioritize the need to make orientation and training a hands on experience for the new hire because classroom learning can only take a person so far in the learning process." Here is an answer example: "As you can see from my resume, I've spent the last seven years working in the corporate tax field. While in this job, I worked very independently for a private organization, so I've been out of the training and education side for a while now. During my first job out of college as a CPA though, I was very adept at providing education to the clients that I worked with on a daily basis. What I learned in that experience was the importance of putting material out there in a manner that the person being trained understood. As well, talking to clients and understanding my client's wants and needs were very important for me to be able to best educate them. I really believe that these skills would enable me to hit the ground running with Waste Management and your clients would benefit greatly."26. Due to the nature of Waste Management business and services we may ask that you complete a full background check. Are you willing to comply? Many companies will ask for a background check before employing you. This due diligence could include a criminal record check, a credit check, a drivers' abstract, and education verification. The request will vary from company to company so you should always be prepared to comply with all requests. If there is a mark on your record, this is the best time to disclose that information. If you have a clean record: "I can fully understand why Waste Management would need to conduct background checks on all potential employees. I have a squeaky clean record and am happy to comply with any of your requests." Here is an answer example: "I can fully understand why Waste Management would need to conduct background checks on all potential employees. I have a squeaky clean record and am happy to comply with any of your requests." Here is an answer example: "If you have a mark on your record: "I can fully understand why Waste Management would need to conduct background checks on all potential employees. I did have a charge against me approximately six years ago for a DUI. I have gained my drivers' license back since then, but I thought I should disclose that to you ahead of time."27. Give an example of a time that you brought an innovation to an accounting practice for an organization. What was your motivation to do this? With this being a pretty open ended question, your interviewer is allowing you to have the opportunity to showcase your ability to think creatively and outside the box when it comes to your accounting experience. Whether you implemented a new technology or developed new processes to work more efficiently, make sure that your interviewer walks away knowing that you are an innovator in your work. Here is an answer example: "Two years ago, I led the charge for my organization to integrate all of our systems together. Of course selfishly, my intent was to positively impact our accounting department by integrating our CRM and ERP systems into our accounting system. After walking through a stringent request for proposal process where we looked at many different vendors, a new interactive system was chosen that every department in the organization could work off of. To this day, we are still seeing the benefits in sales, production and finance. While struggles certainly happened at first with implementing new systems, the small headaches were well worth the benefits we are seeing now." Here is an answer example: "When I took my current position six years ago, I began leading a finance department ten people. At that time, my employees were what I considered to be jacks of all trades, but masters of none as they were all doing different accounting and finance tasks with the departments that they worked directly with. Within a couple of months as the manager, it was easy to see that different processes among my employees were causing major troubles. Immediately, I created new job descriptions and placed my staff into task specific roles within the finance department. There were struggles with staff learning to work with new departments at first, but a focused work effort for each individual made our department much more fluent and efficient for our internal and external customers."