[Hiring] Customer Services Supervisor @Waste Management, Inc. (WM)

Role Description

Manages the daily operations of the customer service team of CSRs supporting the Customer Sales Support team. Develops, implements and maintains processes, procedures and programs to improve customer service. Responsible for promoting company standards by engaging employees to drive customer loyalty.

• Provides day-to-day supervision and technical assistance to customer service staff.
• Supports programs that drive team performance toward departmental and organizational goals, such as: CC Pulse; IEX; NICE; ACORN; MAS etc.
• Directs customer service teams toward achievement of operational goals.
• Organizes and schedules all necessary resources required to accomplish activities.
• Oversees personnel needs of the department including coaching, training, and evaluating employee performance.
• Provides input into termination, compensation, and promotion decisions.
• Hires and provides training for new and/or less experienced customer service staff.
• Monitors and evaluates customer service performance.
• Reviews and evaluates work to ensure quality, timeliness and adherence to policies and procedures.
• Compiles all customer service data requirements into reports, and analyzes results.
• Investigates and researches escalated customer service inquiries.
• Ensures employees' behaviors are focused on improved customer satisfaction to drive customer loyalty.

Qualifications

• Education: High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.
• Experience: Six years of prior work experience with two of those years in a supervisory role.
• Call center or customer service experience and supervisory/management skills required.
• Ability to work in and/or back-up all incoming call queues for the various segments within the department.
• Ability to cross train and develop CSRs.
• Ability to work closely with the internal Resource Management team related to IEX schedules and forecasting.
• Excellent verbal, written and analytical skills.
• Typing and computer skills - MS Office.
• Ability to multi-task and react well under pressure.
• Identifies and resolves problems in a timely manner.
• Prioritizes and plans work activities.
• Focuses on solving conflicts and listening to others without interrupting.
• Works efficiently and effectively, both independently and as a team.
• Balances team and individual responsibilities and helps build a positive team spirit.
• Adapts and able to deal with frequent changes in the work environment.
• Able to manage difficult or emotional customer situations.
• Demonstrates accuracy and thoroughness to meet productivity standards.

Requirements

• Must live and work in the US.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.
• Benefits may vary by site.