Customer Service Manager at Fall River

Job Description

The Customer Service Manager provides direct support and leadership to the customer service team(s) to ensure the timely and effective application of Republic Services Customer First processes and procedures in a divisional or area customer service site, a consolidated customer service call center, or a group of consolidated customer service departments/centers.

Hires, trains, mentors, develops, schedules work, directs, manages performance and performs other responsibilities related to the management of call center staff. Manages center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries, problem resolution, securing price increases, selling new accounts, and retaining existing accounts for all lines of business. Defines expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels. Leads and motivates the team to meet those service goals accordingly. Meets periodically with direct reports to review performance, identify any issues and set expectations of goals Drives performance results by managing process improvements, team quality, and productivity standards and metrics. Monitors, evaluates and analyzes metrics relating to productivity and profitability to ensure operating requirements and corporate objectives are met, including quality assurance evaluations, metrics reports, and dashboards for the center and each team. Directs actions necessary to achieve service level and performance goals. Forecasts demands utilizing historical information and current industry trends to anticipate internal and external customer requirements and provide guidelines to ensure continuous improvements. Plans for, manages and maintains budgetary impacts to ensure the team is effectively positioned to meet customer demands and organizational standards, including capital management, budget planning, P & L accountability, systems / applications integration and telephony technology. Builds strong relationships and provide customer service expertise to support functional counterparts within the division(s), area(s), region, and/or corporate arena. Work closely with division, area, region or corporate personnel to evaluate changes in business processes/procedures and implement appropriate action plans. Plans, coordinates, and conducts meetings and presentations to discuss operational procedures, reports and interprets information for all levels of the organization and participates actively in on going training to the team as needed. Maintains and delivers accurate, timely and effective reporting and analysis of customer service metrics and activities. Oversees maintenance and timely update of information for the centers knowledge management tool to ensure accuracy of information. Partners with operations and sales teams after identifying specific customer service issues/trends; implements appropriate action plans to address. Performs other job related duties as assigned or apparent. The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Republic Services is an equal opportunity employer. We make all employment decisions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.

Job Requirements

Minimum Qualifications :

High School Diploma or G.E.D. Minimum of 5 years of call center management experience including experience in a center that handles customer inquiries, sells or up-sells products and services, and is accountable for problem resolution success.

Preferred Qualifications :

Bachelors Degree. Strong process and project management skills or certification. Previous experience with Republic Services. Previous waste industry knowledge. English/Spanish bilingual.

Other Knowledge, Skills & Abilities :

Ability to work independently, organize and prioritize workload to meet deadlines, utilize a wide degree of creativity and latitude to accomplish goals, understand business implications of decisions, and complete multiple tasks/ projects with minimal supervision in a fast-;paced environment. Strong verbal and written communication, the ability to communicate effectively, conducts meetings, and delivers formal presentations. Must be able to interact and influence at all levels of the organization. Ability to drive team efficiency and productivity while fostering a positive, motivational work environment that supports collaboration and team work. Strong business acumen and broad-based operational perspective as demonstrated through varied operating work experiences in Operations, Sales, Procurement, Finance, etc. Strong problem solving, attention to detail, and analytical ability. Ability to extrapolate and analyze historical data and current events to anticipate business needs and implement plans accordingly. Works effectively and proficiently with customers, vendors and management team to build relationships and investigate and resolve issues and challenges. Proficient in securing new business with high closing percentage in a call center or customer service environment. Establish and maintain business partnerships and customer relationships in an efficient and effective manner that supports company initiatives. Conducts business with integrity, high moral standards, and ethical behavior.

EEO Statement :

Republic Services is an equal opportunity employer. We make all employment decisions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.
Country: USA, State: Massachusetts, City: Fall River, Company: Republic Services.