USA-Customer Service Representative Team Lead

3 weeks ago

Chicago, United States Stericycle Full time

About Us Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity. Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way. Position Purpose Assist the Customer Service Supervisory and Management team in the following capacities: Manage and oversee call center phone report systems, managing daily call volume to meet department standards and customer satisfaction measurement tools; work with customer service representatives in a coaching and mentoring capacity; contributes to the success of the call center by assisting in managing performance; and establish and maintain strong working relationships of support units to optimize customer satisfaction. This position also supports the Supervisor in his/her role when they are unavailable or absent. Key Job Activities Provides real-time support and monitoring of the performance of the team in answering and handling customer inquiries in a timely manner, meeting all SLA’s received through the automated ACD system, mail or email, as well as provide assistance in this function. Assists in the follow up and complete care of all pending requests on SFDC, assuring appropriate follow up and timeliness of service for all customer requests. Routinely queries SFDC to assist in timely responses to pending Customer Service inquiries. Assist CSRs and handles customer inquiries as outlined by the Customer Service Manager. Uses sound judgment and initiative to satisfy internal and external customer requirements. Provides feedback to management on ways to increase efficiencies and effectiveness of servicing customers’ needs. Make recommendation for process and procedure improvement to appropriate management. Assists in training. Makes suggestions for improved training tools and processes to the Trainer and Management Team. Contributes to the productivity of the call queue when required. Positions Stericycle products and services when speaking with customers. Provide feedback and guidance for improvement to the Management Team. Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Monitor the quality of back office paperwork. Work with customer service representatives in a coaching and mentoring capacity on process or job-related requests. Provides performance feedback to Supervisors, as needed, to support coaching efforts. Perform other duties and responsibilities, as assigned. Education Preferred Education: in Associates or Equivalent. Experience (North America) Education equivalent to Associates Degree in Business, or the equivalent in related work experience demonstrating a good knowledge of regulatory compliance issues within each state. Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements. Demonstrates a high-level knowledge of Stericycle business systems including: Windows Suites, Microsoft Word & Excel, and Outlook, Steriworks, Manifest Archive, MyStericyce.com, Roadnet and SFDC. Must be able to type a minimum of 40 w.p.m. Benefits Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle. Our Promise Stericycle is committed to attracting and retaining a diverse workforce, and to valuing unique perspectives and identities. We foster a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. It fuels our innovation and strengthens our connection to our customers and the communities we serve. We are proud to be an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need. Disclaimer The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice. #J-18808-Ljbffr

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