Customer Service Supervisor job at Waste Management in Oak Harbor

Waste Management is looking of Customer Service Supervisor on Sun, 15 Sep 2013 02:35:43 GMT. Waste Management is an equal opportunity / affirmative action employer (M/F/H/V). Other Possible Location: Job Schedule: Job Shift: Standard Business Hours Pay: Travel: None Relocation: | 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...

Customer Service Supervisor

Location: Oak Harbor Washington

Description: Waste Management is looking of Customer Service Supervisor right now, this job will be placed in Washington. More details about this job opportunity please read the description below. Waste Management is an equal opportunity / affirmative action employer (M/F/H/V).

Other Possible Location:Job Schedule:
Job Shift: Standard Business Hours

Pay:!
Travel: None

Relocation:
|

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 Drives the company standards engaging for employees and to drive customer loyalty customer engagement.

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 th! e department including coaching, training, and evaluating empl! oyee 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.

Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of 7 to 12 full-time and part-time employees, including CSR I?s and CSR II?s.

Qualifications
The requirements listed below are representative of the qualification! s necessary to perform the job.
A. Education and Experience
Required: High school diploma or G.E.D., and four to six years of previous experience.

Preferred: Associate's Degree, or equivalent experience, in Management, Business Administration or similar area of study, and four to six years of previous experience.
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.

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 Stock Purchase Plan, Company match on 401k plan and more! Our employees also receive Paid V! acation, 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 Now."
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to Waste Management.

If you interested on this job just click on the Apply button, you will be redirected to the official website

This job starts available on: Sun, 15 Sep 2013 02:35:43 GMT



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