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Equal Opportunity Employer: Minority/Female/Disability/Veteran
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
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 600 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. 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.
The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes:
Direct supervision of _ customer services representatives.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
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
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: office setting and/or landfill/outdoor.
Benefits
At Waste Management, 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.
If this sounds like the opportunity that you have been looking for, please click "Apply."
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