Vacancy expired!
Equal Opportunity Employer: Minority/Female/Disability/VeteranWaste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects. I. Job SummaryManages 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 Responsibilitiesinclude the following: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals.
Responsible for cash and adjustments
Manage authoring/changing Green Pages and phone reports.
Directs customer service team 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. Supervisory ResponsibilitiesThe highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of 7 to 12 full-time and part-time employees, including CSR I’s and CSR II’s.IV. QualificationsThe requirements listed below are representative of the qualifications necessary to perform the job.A. Education and ExperienceRequired: High school diploma or G.E.D., and four to six years of previous experience.
Preferred: Associate's Degree, or equivalent experience, in Management, Business Administration or similar area of study, and four to six years of previous experience.B. Certificates, Licenses, Registrations or Other RequirementsNone required.C. Other Knowledge, Skills or Abilities RequiredCustomer service experience and supervisory/management skills required.
Ability to work in and/or back-up all incoming call queues (including IBC, Builders Direct and Inbound Account Retention)
Ability to cross train and develop CSR and dispatch skills
Ability to perform IBC, Account Retention and Builders Desk support functions
Excellent verbal, written and analytical skills
Typing and computer skills – MS Office ( Excel)
Ability to multi task and to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Work efficiently and effectively, both independently and as a team to ensure exceeding call center’s standards.
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
V. Work EnvironmentListed below are key points regarding environmental demands and work environment of the job./Reasonable accommodations may be made/to enable individuals with disabilities to perform the essential functions of the job.Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc)most of the work day;
Required to exert physical effort in handling objects less than 30 poundsrarely;
Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc)rarely;
Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elementsrarely;
Normal setting for this job is:office setting.
Benefits
At Waste Management, 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.”Job: Customer Support/Client Service Support Title: Customer Service Supervisor - Non Sales Location: California-Oakland Requisition ID: 21022985
