Manager I, Customer Service

WM; United States; Hybrid; USD 85,000 - 107,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision

Life insurance

Short-term disability

401(k) with company match

Paid vacation and holidays

Job summary

WM Strategic Business Solutions (SBS) in Windsor, CT, seeks a Customer Service Manager to lead the Customer Service Center, ensuring high customer satisfaction and strong performance. You will drive staffing efficiency, coach staff, analyze metrics, and manage budgets.

The role requires 7+ years of relevant experience with 2+ years in supervision, a bachelor's degree, and a focus on process improvement. Hybrid schedule and competitive compensation are offered.

Qualifications

• Bachelor's Degree in Sales/Marketing, Management, Business Administration or similar field.
• High School Diploma or GED with four years of relevant experience.
• 7 years of relevant work experience.
• 2 years of supervisory experience.

Responsibilities

• Provides day-to-day management and support to customer service staff.
• Optimize center's operations using staffing, scheduling, and call volume metrics.
• Analyze performance trends and drive quality, productivity and sales improvements.
• Manage agents’ scorecards and reviews with Supervisors.
• Develop training programs and coordinate delivery.
• Prepare budgets and financial reporting.

Skills

Leadership

Forecasting

Customer focus

Communication

Education

Bachelor's Degree in Sales/Marketing/Management/Business Administration

High School Diploma or GED

Master's Degree in Sales/Marketing/Management/Business Administration

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

The Customer Service Manager has overall responsibility for the Customer Service Center's operations and employee leadership ensuring a high level of customer satisfaction, customer relations, performance and quality standards in Market Areas generating revenues less than $400 million.

II. Essential Duties and Responsibilities

• Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership.
• Responsible for the center’s operational optimization through use of effective metrics for staffing, scheduling and call volume forecasting. Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity and sales. Recognize performance trends, perform cause analysis and identify opportunities for improvement adjusting to meet set standards. Manage agents’ scorecards and reviews with Customer Service Supervisors.
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
• Determines training needs and establishes programs. Perform periodic training quality assessments to ensure training standards are met. Coordinate training to ensure timely and consistent training delivery.
• Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
• Submits reasonable budget information and analyzes data versus year-to-date data and prior year budget.
• Investigates and resolves escalated customer service inquiries.
• Participate and monitor Service Machine processes. Champion the Service Machine delivery methods.

III. Qualifications

A. Required Qualifications

• Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study
• High School Diploma or GED (accredited) and four years of relevant experience
• 7 years of relevant work experience and
• 2 years of supervisory experience

B. Preferred Qualifications

• Master's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Office: Hybrid Schedule

Pay: The expected pay range for this hybrid position is $84,700-$107,000K. This range 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.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. 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.