Supervisor Customer Service

 

Stericycle is now part of WM.  To learn more about WM's acquisition of Stericycle,  CLICK HERE to read the press release.

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.

II. Essential Duties and Responsibilities
 

• The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 15 customer service representatives.
• Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals, such as: CC Pulse; IEX; NICE; ACORN; MAS etc.
• Directs customer service teams 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. Qualifications 

A. Required Qualifications 
 

• High School Diploma or GED (accredited)
• 6 years of relevant work experience (in addition to education requirement) and
• 2 years in a supervisory role

B. Preferred Qualifications 
 

The expected base pay range for this position across the U.S. is $61,275 - $63,000. This range  
represents a good faith estimate for this position. The specific salary offered to a successful candidate may be 
influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, 
qualifications, and work location

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

V. Benefits 
At WM, 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.

ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000