Supervisor, Customer Experience

Waste Management, Inc. (WM) • Davie, FL

7h • Onsite

About The Position

Manages Customer Service Representatives and administrative activities of the assigned Customer Service function.

Requirements

• High School Diploma or GED (accredited)
• 5 years previous customer service supervisory experience (in addition to education requirement)

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.

Benefits

• medical
• dental
• vision
• life insurance
• short-term disability
• stock purchase plan
• company matching on a 401(k)
• paid vacation
• holidays
• personal days

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED