Op Excellence Sr Advisor
Republic Services
•$20 - $28•Onsite
About The Position
With general direction from the CRC Operational Excellence Supervisor, the Operational Excellence Senior Advisor utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective delivery and/or resolution of escalated customer requests.
Requirements
- High school diploma or GED
- Minimum of 3 years of experience in a high volume contact center or customer service environment.
- Minimum of 6 months experience as a CRR at a Republic Services Customer Resource Center with a rating of meets expectations performance review and/or meeting all performance metric goals.
- Solid understanding of call center terminology.
- Proficient in MS SharePoint, MS Excel and MS Word applications.
Nice To Haves
- Waste or recycling service industry experience
- customer service experience within the waste industry
- Salesforce and Capture experience
- knowledge management tools
Responsibilities
- Responds in a professional and courteous manner to escalated customer service concerns in order to reach an expedient solution and meet the customer’s needs and expectations. This may entail coordinating with, and working through other departments including Sales, Operations and Accounting to resolve issues.
- Ensures a closed loop process by following up with the division and/or customer to ensure resolution as appropriate.
- Collaborates with the Operational Excellence Analysts to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
- Immediately acts upon potential employee company policy violations by identifying the issue and notifying management.
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all contact center and sites.
- Helps drive innovation and continuous improvement in Operational Excellence and related areas.
- Performs other job-related duties as assigned or apparent.
Benefits
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- 401(k) plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
- Paid Time Off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
