Customer Services Supervisor

WM; United States; Remote; USD 68,000 - 86,000; Full time

Benefits offered by this job

Remote work

Medical, Dental, Vision insurance

Stock Purchase Plan & 401K match

Paid Vacation, Holidays, Personal Days

Job summary

WM Strategic Business Solutions (SBS) in Windsor, CT, oversees daily operations of the customer service team supporting the Customer Sales Support team. Develops and enforces processes to improve service and promote company standards, driving customer loyalty.

The role includes supervising up to 15 CSRs, hiring, coaching, forecasting, and reporting on performance to meet departmental goals. Remote work is the listed normal setting, with UK-based? no—U.S. focus.

Qualifications

• Education: High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.
• Experience: Six years of prior work experience with two of those years in a supervisory role.
• Call center or customer service experience and supervisory/management skills required

Responsibilities

• Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals.
• Directs customer service teams toward achievement of operational goals.
• Organizes and schedules all necessary resources required to accomplish activities.
• Oversees personnel needs of the department including coaching, training, and evaluating employee performance.
• Hires and provides training for new and/or less experienced customer service staff.
• Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
• Compiles all customer service data requirements into reports, and analyzes results.
• Investigates and researches escalated customer service inquiries.
• Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.

Skills

Call center

Supervisory skills

MS Office

Analytical skills

Communication skills

Education

High School Diploma or GED

Six years experience with two in supervision

Tools

CC Pulse

IEX

NICE

ACORN

MAS

Job description

WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately ~800 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.

I. Job Summary

Manages the daily operations of the customer service team of CSRs supporting the Customer Sales Support team. Develops, implements and maintains processes, procedures and programs to improve customer service. Responsible for promoting company standards by engaging employees to drive customer loyalty.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 15 customer service representatives.

• Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals, such as: CC Pulse; IEX; NICE; ACORN; MAS etc.
• Directs customer service teams toward achievement of operational goals.
• Organizes and schedules all necessary resources required to accomplish activities.
• Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
• Hires and provides training for new and/or less experienced customer service staff.
• Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
• Compiles all customer service data requirements into reports, and analyzes results.
• Investigates and researches escalated customer service inquiries.
• Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.

III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes:

Direct supervision of 15 customer services representatives.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Education and Experience

Education: High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.

Experience: Six years of prior work experience with two of those years in a supervisory role.

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Call center or customer service experience and supervisory/management skills required
• Ability to work in and/or back-up all incoming call queues for the various segments within the department. Assist with dispatch when needed
• Ability to cross train and develop CSRs
• Ability to work closely with the internal Resource Mgmt. team related to IEX schedules and forecasting to support teams and functions
• Excellent verbal, written and analytical skills
• Typing and computer skills- MS Office
• Ability to multi task and to react well under pressure and treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Focuses on solving conflicts and listening to others without interrupting
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
• Balances team and individual responsibilities and helps build a positive team spirit
• Adapts and able to deal with frequent changes in the work environment
• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: Remote

The expected pay range for this remote position across the U.S is $68,420- $85,580.This pay represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

ABOUT WM

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas-to-electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks - the largest heavy-duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA-approved alternative.