Customer Experience Sales Support Manager (Phoenix, AZ)

POSITION SUMMARY:  The Sales Support Manager is responsible for providing direct support and leadership to a Sales Support Team located across the organization.  This role partners with the Sr. Manager, CE Field Management as well as other stakeholders within the field sales operation and the Customer Experience organization.

PRINCIPLE RESPONSIBILITIES: 

• Manages Sales Support processes and procedures to drive operational excellence for all touch points in the customer experience, including handling customer inquiries (internal and external) and problem resolution.
• Defines expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels.
• Provides leadership and develops team of Sales Support Specialists by providing development plans, one-on-one coaching and other forms of engagement to drive continuous improvement focusing on quality and efficiencies as it relates to administrative support 
• Ensures staff has the knowledge and tools to successfully perform their jobs, supplying up-to-date departmental procedures and resource materials, as well as training and mentoring.
• Plans, coordinates and conducts meetings and presentations to discuss operational procedures, reports and interpret information for all levels of the organization.
• Monitors team performance utilizing identified metrics to ensure the timeliness, quality, and accuracy of work performed.
• Resolves internal and external escalations, taking care to address the root cause of issues.
• Leads and motivates the team to meet their goals.
• Meets periodically with direct reports to review performance, identify any issues and set expectations of goals.
• Prioritizes and delegates workload when appropriate.
• Performs all staffing related activities including recruiting, hiring, on-boarding, goal setting, monitoring, measuring and coaching performance.
• Identifies compliance and quality improvements and initiates corrective actions as necessary.
• Shares best practices and collaborates with other departments in order to build relationships and a high performing team.
• Proactively identifies, develops, and implements process improvements.
• Demonstrates a thorough understanding of the systems employed by the Company.
• Recognizes out of scope activities, as well as the impact of issues, delays and changes, and communicates with involved parties and/or management.
• Partners with leadership in the organization and peers on projects related to processes and inter-department initiatives.
• Performs other job-related duties as assigned or apparent.

QUALIFICATIONS: 

• Experience with Republic Services systems and processes such as InfoPro, Outlook, Capture, Salesforce, FIS (Biller Console), Doc Locator.
• Experience in a fast paced, high volume work environment.
• Experience managing staff in a remote work environment.

MINIMUM QUALIFICATIONS: 

• High school diploma or GED
• Previous experience in a sales or sales support role.
• Minimum of 2 years of experience in a supervisory or lead role. 

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.

This Sales Support Manager role is responsible for leading the Construction Desk and Manufacturing Desks, within the Customer Experience organization. These two desks provide critical administrative and customer service support for two of Republic Services’ largest customer verticals. These desks directly serve our large Construction and Manufacturing customers and liaise with our field Construction Account Managers (“CAMs”) and Manufacturing & Environmental Services Executives (“MESEs”) that own the customer accounts.

• Directly supervise three Supervisors, and indirectly lead two Team Leads and 50+ agents (Construction Solutions Consultants & Specialists, Manufacturing & Environmental Services Specialists)
• Maintain and strengthen a culture of continuous leadership and skill development of our Supervisors and Team Leads
• Model and lead a human-centered culture for all employees, that supports employee experience through peer leadership, development, and a shared purpose of Customer Zeal
• Maintain the highest level of customer service standard