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Customer Service Operations Leader

2 months ago

Stanton, California, United States CR&R Incorporated Full time

CR&R Incorporated stands as a leading force in the environmental collection sector across Southern California, catering to over 3 million residents and more than 25,000 businesses. Our reach extends beyond California, with operations in several other states.

The role of Customer Service Operations Leader is pivotal in fostering the growth and motivation of our customer service personnel. This position demands a comprehensive understanding of our organizational policies and practices to guarantee the provision of exceptional customer service.

Key Responsibilities:

  • Oversee real-time monitoring of agent statuses to provide support and ensure sufficient phone coverage to meet service level objectives.
  • Address urgent communications from city officials promptly.
  • Manage escalated customer inquiries effectively.
  • Assist agents in queues as needed to uphold service level standards.
  • Review the customer service and operations inbox to facilitate professional and efficient inter-departmental communication and identify redundant emails.
  • Support ongoing training and development initiatives for customer service representatives in handling diverse call types.
  • Recognize regional variations to standardize policies across different areas.
  • Implement recognition and reward programs to cultivate a positive workplace atmosphere.
  • Encourage feedback from the customer service team to gauge the satisfaction of both internal and external customers, sharing insights with management.
  • Monitor attendance and enforce policy measures, including disciplinary actions when necessary.
  • Conduct annual performance evaluations.
  • Manage departmental reporting and undertake additional responsibilities as required.
  • Drive performance initiatives to achieve a departmental scorecard rating of 90% or higher.
  • Conduct quality monitoring sessions as mandated.
  • Provide monthly coaching to all team members.
  • Review and authorize sales adjustments made by the customer service team.

Qualifications:

  • 5 years of experience in managing customer service teams.
  • Strong communication skills, both verbal and written, along with industry knowledge to grasp relevant concepts and procedures.
  • Self-motivated and capable of managing multiple tasks with effective time management skills.
  • High School diploma or equivalent.
  • Ability to train and mentor individuals to achieve targeted outcomes.
  • Bilingual proficiency in Spanish is advantageous.

EEO Statement:

CR&R is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.