WM
Job description – Customer Services Supervisor
WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WMs 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.
• This will be the morning shift: 7AM-4PM
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.
• 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 team 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 to up 15+ full-time and part-time employees, inclusive of CSRI’s.
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 G.E.D. (accredited).
• Experience: Four (4) years of previous work experience (in addition to education requirement).
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 (including IBC, Builders Direct and Inbound Account Retention).
• Ability to cross train and develop CSR and dispatch skills.
• Ability to perform IBC, Account Retention, Builders Desk and Dispatch support 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 (Windsor, CT)
• Morning Shift 7AM- 4PM
The expected salary range for this onsite position is $61,380 – $70,587. The specific salary offered to a 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.
If this sounds like the opportunity that you have been looking for, please click “Apply.”
ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. 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 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 achieve 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 the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. 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.
Customer Service Team Member-18
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