Customer Care Supervisor--Commerce, CA Job In , Full Time Jobs In Waste Management

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Job Ref:	12489
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 by engaging 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.

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.

Meets or exceeds sales objectives such as offering, quoting, closing and revenue generation.

Responsible for CSRs maintaining current customers by utilizing creative problem solving and negotiation skills to resolve customer issues.

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 up to 25 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.

Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;

Required to exert physical effort in handling objects less than 30 pounds rarely;

Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;

Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;

Normal setting for this job is: office setting.

V.The requirements listed below are representative 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 Require

Experience, knowledge and understanding of a sales environment: bundling products -up selling or cross selling business model.

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.

Post Date:

02/11/2012

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