Market Area Manager, Customer Experience

Coastal Waste & Recycling Inc•Boca Raton, FL

6h•Onsite

About The Position

Coastal Waste & Recycling is seeking a Customer Service Manager to join our team in Boca Raton! Coastal Waste & Recycling is a growing privately owned, locally operated solid waste disposal and recycling company headquartered out of Boca Raton, Florida serving communities across Florida, Georgia, and South Carolina (and more to come)! At Coastal Waste & Recycling, our company culture is based on integrity. We do the right things for our employees, customers, community, and environment. Because we are focused on doing the right things, accountability, safety, environmental stewardship, and customer service are organic to our culture.

Requirements

Bachelor’s Degree or equivalent experience, with a minimum of 3 years of supervisory experience in a call center setting
Minimum of 3-5 years of Customer Service experience
Technical knowledge of Microsoft Excel and Microsoft Office
Proficient in TRUX software or similar operating system including a CRM

Responsibilities

Lead, coach, and support Customer Experience team members across the market area.
Ensure Customer Experience is in line with the company’s core values of Safety, Integrity, and Customer Service.
Manage, train, and support Customer Experience team members.
Identify and solve for operational gaps at the local level.
Answer and resolve escalated incoming communications from internal and external customers.
Redirect inbound queues to ensure customer wait times are minimally impacted across all omnichannel communications.
Contribute to business growth by identifying areas of improvement and refining customer experience or operational processes.
Review information received to make recommendations that support business goals and objectives.
Ensure everyday concerns are resolved in a timely manner.
Conduct and analyze root cause investigations.
Lead team meetings and deliver presentations to direct supervisors.
Exercises discretion and independent judgment in interpreting and applying company Customer Experience policies.
Develops and provides recommendations on Customer Experience processes that impact management decisions customer relationships, and operating practice