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Show me jobs like this one| Job Ref: | 12469 |
| Employer: |
Waste Management. |
| City: | Commerce |
| State/Province: | California |
| Country: | United States |
| Type of Employment: | Full Time |
| Environmental Categories: | Other |
| Industries: | Other/Not Classified |
| Required Education: | Other |
| Job Description: |
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 byengaging employees to drive customer loyalty II. Essential Duties and Responsibilities include the following: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
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 7 to 12 full-time and part-time employees, including CSR I's and CSR II's. IV. 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.
V.The requirements listed below are represcntive of the qualifications 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.
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| Post Date: | 02/09/2012 |
