Customer Care Manager

POSITION SUMMARY: The Customer Care Manager reports directly to, and is under the general direction of, the General Manager and works in partnership with the Customer Resource Center (CRC) to provide guidance and leadership within our Field Operations Team for customer-service. The Customer Care Manager works within a Business Unit and utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective resolution of escalated customer requests. This manager will utilize a continuous improvement mindset and influence leadership to develop solutions, refine process, and influence a best in class customer experience.

PRINCIPAL RESPONSIBILITIES:

* Establishes and maintains a service culture that puts the customer first
* Monitors inbound calls, cases, F2 notes and emails for escalated customer issues.
* Responds in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution and meet the customer's needs and expectations.
* Collaborates with BU, Area Leadership, and CRC personnel to gain insight into these elevated concerns to determine and facilitate resolution
* Takes full ownership from escalation to resolution with autonomy and authority to resolve the issue(s), including (but not limited to) routing services directly in RISE, entering service requests, issuing credits, and closing accounts
* Returns all internal/external calls, emails, and faxes with urgency, ensuring that customers' concerns are understood and resolution is clearly explained
* Appropriately and thoroughly documents all interaction and resolutions on customer's account in Salesforce.
* Immediately acts upon potential employee company policy violations by identifying the issue and notifying the proper internal stakeholders
* Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Business Unit
* Collaborates with the Customer Service Field Liaisons to identify and streamline processes improvement opportunities that enhance customer experience
* Helps drive innovation and continuous improvement in the Business Unit related areas as we continue to strive for excellence in customer service
* Performs trend and root-cause analysis on escalations and contributes to cross-functional action plans to address
* Demonstrates a thorough understanding of the systems employed by the Company, including but not limited to the Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems
* Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement
* Maintains a positive and results oriented work mindset that facilitates collaboration with fellow team members to achieve Company standards and expectations
* Performs other job-related duties as assigned or apparent

QUALIFICATIONS:

* Waste or service industry experience
* Experience with Salesforce and MS Office software applications

MINIMUM QUALIFICATIONS:

* High school diploma or GED.
* Minimum of 3-5 years of experience providing service in a call center or customer service environment, including significant direct customer contact by phone or in-person, and in writing.
* Experience receiving and responding to escalated customer service issues.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

* Comprehensive medical benefits coverage, dental plans and vision coverage.
* Health care and dependent care spending accounts.
* Short- and long-term disability.
* Life insurance and accidental death & dismemberment insurance.
* Employee and Family Assistance Program (EAP).
* Employee discount programs.
* Retirement plan with a generous company match.
* Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

ABOUT THE COMPANY

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2023, Republic's total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.

Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.

Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.

Our company values guide our daily actions:

* Safe: We protect the livelihoods of our colleagues and communities.
* Committed to Serve: We go above and beyond to exceed our customers' expectations.
* Environmentally Responsible: We take action to improve our environment.
* Driven: We deliver results in the right way.
* Human-Centered: We respect the dignity and unique potential of every person.

We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.

STRATEGY

Republic Services' strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers' multiple waste streams through a North American footprint of vertically integrated assets.

We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.

With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.

Recycling and Waste

We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers' specific needs.

Environmental Solutions

Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.

SUSTAINABILITY INNOVATION

Republic's recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.

The Republic Services Polymer Center is the nation's first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.

We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.

RECENT RECOGNITION

* Barron's 100 Most Sustainable Companies
* CDP Discloser
* Dow Jones Sustainability Indices
* Ethisphere's World's Most Ethical Companies
* Fortune World's Most Admired Companies
* Great Place to Work
* Sustainability Yearbook S&P Global