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Customer Experience Supervisor

WM•West Babylon, NY
•Onsite
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About The Position

Grow your career! Grow your network! Grow with Waste Management! If you bring the passion for customer service, we will give you a fun and engaging work environment, a great compensation and benefits package, and opportunities to grow with our organization. Waste Management is looking for goal oriented, Customer Focused Inbound Service Representatives like you to provide world-class customer service to our customers. What are you waiting for apply today! The Customer Experience Supervisor is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This role involves managing personnel needs, including hiring, training, coaching, and evaluating employees, while 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 responsibilities include enforcing company policies, mentoring team leads, developing training programs, managing call center schedules, and resolving escalated inquiries. The role also entails compiling reports, analyzing budgets and financial data, and ensuring operational efficiency and customer satisfaction. Preference to hire from within the current WM CE Team II.

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 II.

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 match on 401K
  • Paid Vacation
  • Holidays
  • Personal Days

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What This Job Offers

Job Type

Full-time

Career Level

Manager

Education Level

High school or GED

Number of Employees

5,001-10,000 employees

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