POSITION SUMMARY: Manages the customer service department to ensure customer satisfaction, increased efficiency, and business results.
Responsibilities
- Manages customer service department.
- Directly responsible for supervision of employees, including hiring, scheduling, corrective action and other related issues. Sets performance standards to meet or exceed service goals of the division(s).
- Works closely with other division managers to ensure customer satisfaction, increased efficiency and business results.
- Analyzes and understands customer service trends based on complaints, secret shopper and other reports.
- Continuously evaluates and improves processes and procedures.
- Assists staff with their needs, resolves concerns and difficulties.
- Resolves customer service issues that have been escalated from CSRs or division supervisors.
- Leads and motivates team to meet company-wide service goals.
- Coaches CSRs to provide excellent customer service to all customers.
- Works effectively with customers, vendors, peers, and management.
- Runs various reports and reviews results with division management.
- Performs other job-related duties as assigned.
Skills
- Experience within the Waste Management field is preferred but not necessary.
- Proven customer support experience or experience as a client service supervisor or manager or similar area.
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school degree or equivalent
- Bi-lingual is a plus
The position is full time, 40+ hrs a week with benefits - Medical, Dental, Vision, & 401k retirement
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Supplemental Pay:
Experience:
- Customer Service: 2 years (Required)
Work Location: One location