Customer Services Supervisor

6 days ago

Oakland, United States Waste Management Full time

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary

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

Location: Oakland, CA fulltime onsite.

Hours: 8am-5pm M-F

II. Essential Duties and Responsibilities

Manage reporting and documentation using MS Excel looking for strong skills in Vlookup and pivot tables.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals.

Directs customer service team 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 ensures quality control in 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.

III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of 7 to 12 full-time and part-time employees, including CSR I's and CSR II's.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Education: High School Diploma or GED (accredited)

Experience: 4 years of relevant work experience.

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

Call center or customer service experience and supervisory/management skills required.

Ability to work in and/or back-up all incoming call queues (including IBC, Builders Direct and Inbound Account Retention)

Ability to cross train and develop CSR and dispatch skills

Ability to perform IBC, Account Retention, Builders Desk and Dispatch support functions

Excellent verbal, written and analytical skills

Typing and computer skills: MS Office

Ability to multi task and to react well under pressure and treats others with respect

Identifies and resolves problems in a timely manner

Prioritizes and plans work activities

Focuses on solving conflicts and listening to others without interrupting

Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.

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 and respond promptly to service requests to meet customer commitments.

Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting.

The expected salary range for this position is $72k - $78k per year. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for incentive pay.

Benefits

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more Our 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."

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