Customer Experience Supervisor

Waste Management, Inc. (WM)•West Babylon, NY

9h•Onsite

About The Position

Waste Management (WM) is North America's leading provider of comprehensive environmental solutions, committed to putting people first and achieving success with integrity. The company offers collection, recycling, and disposal services across the U.S. and Canada, focusing on sustainability goals through innovative infrastructure in recycling, organics, and renewable energy. WM operates the largest disposal network, collection fleet, and heavy-duty natural gas truck fleet in North America, and is a leader in beneficial use of landfill gas. The Customer Experience Supervisor role is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This includes managing personnel needs such as hiring, training, coaching, and evaluating employees, and contributing to decisions on termination, compensation, and promotions. The supervisor monitors and enhances customer service performance by analyzing feedback, identifying process improvements, and implementing strategies to meet or exceed service goals. Additional duties involve enforcing company policies, mentoring team leads, developing training programs, managing call center schedules, and resolving escalated inquiries. The role also requires compiling reports, analyzing budgets and financial data, and ensuring overall operational efficiency and customer satisfaction.

Requirements

High School Diploma or GED (accredited)
5 years of relevant work experience
Call center or customer service experience and supervisory/management skills required.

Nice To Haves

Preference to hire from within the current WM CE Team

Responsibilities

Provides day-to-day management and support to customer service staff.
Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance.
Provides input into termination, compensation, and promotion decisions.
Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.
Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.
Determines training needs and establishes programs.
Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
Investigates and resolves escalated customer service inquiries.