Customer Resource Supervisor

Republic Services•Jerome, ID

13d•Onsite

About The Position

With general direction from the Customer Resource Center (CRC) Senior Manager, the Customer Resource Center Supervisor leads customer resource representatives, utilizing a hands-on approach, customer centric, and data driven approach to ensure consistent and effective delivery of customer service activities. The Customer Resource Center Supervisor may act as manager on duty in the absence of other managerial personnel, when needed, to provide management support and handle urgent matters at the CRC.

Requirements

Experience utilizing reporting tools to analyze data and develop related action plans.
High school diploma or G.E.D.
Minimum of 1 year of customer service call center experience.
Minimum of 1 year of supervisory experience or experience in a lead role

Nice To Haves

Prior Republic Services experience.
Waste industry knowledge
Bilingual skills

Responsibilities

Utilizes the Performance Management discipline to effectively plan time, communicate performance to agents, regularly analyze agent and team-level performance results and administer Simple and Complex Coaching Plans to address/improve behaviors and maximize performance.
Leads Customer Resource Representatives performing customer service activities including responding to service inquiries, retaining existing accounts and resolving problems.
Responsible for the hiring, training, coaching, and performance management of Customer Resource Representatives.
Actively interacts with team to nurture and support employee engagement.
Conducts side-by-side observations and quality assurance reviews to ensure quality customer interactions and productivity procedures are followed.
Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening and call control techniques.
Responds in a professional and courteous manner to escalated customer service concerns in order to reach an effective resolution. This may entail coordinating with, and working through, other departments, including Sales, Operations and Accounting, to resolve issues.
Manages support functions for the team, ensuring access to systems such as Salesforce, the Cisco telephone system and other systems required to achieve targets/goals.
Monitors and assesses the department’s operational performance and trends to adjust activities as appropriate.
Analyzes a number of data elements to evaluate Customer Resource Representative performance, reviews and understands customer needs based on customer feedback, call monitoring and various information sources.
Uses information received to make recommendations to support business goals.
Performs other job-related duties as assigned or apparent.