Customer Experience Supervisor - East

Customer Experience Supervisor

Grow your career! Grow your network! Grow with WM! 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, for the eastern tier, 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.

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

• 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 the customer service organization.
• Determines training needs and establishes programs.
• Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
• Investigate and resolve escalated customer service inquiries.

The highest level of supervisory skills required in this job is the management of non-exempt employees. This includes: direct supervision of 18-20 full-time representatives.

The requirements listed below are representative of the qualifications necessary to perform the job.

• Must live and work in the US.
• Education and experience: high school diploma or GED (accredited). Experience: 5 years of relevant work experience. Preference to hire from within the current WM CE team.
• Certificates, licenses, registrations or other requirements: none required.
• Other knowledge, skills, or abilities required: call center or customer service experience and supervisory/management skills.

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.

Any Southern California candidates must be able to work on Saturdays due to the requirements of the market area. The expected pay range for this remote position across the U.S is $65,700- 83,800K. 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.

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.