Supervisor, Customer Experience

Customer Service Manager

Manages Customer Service Representatives and administrative activities of the assigned Customer Service function.

Provides day-to-day management and support to customer service staff.

Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.

Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.

Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.

Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.

Communicates and enforces company policies and procedures and develops and implements customer service performance standards.

Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.

Determines training needs and establishes programs.

Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.

Investigates and resolves escalated customer service inquiries.

High School Diploma or GED (accredited)

5 years previous customer service supervisory experience (in addition to education requirement)

This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

WM () is North America's leading provider of comprehensive environmental solutions. 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, medical 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 pursue 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 a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas-to-electricity plants in North America.

WM's fleet includes more than 12,000 natural gas trucks – the largest heavy-duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit

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.

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.

In order to travel by air or access federal property, federal law requires individuals have a REAL  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  TSA-approved alternative.

Job Identification 2349658

Job Category CE Operations

Posting Date 06/29/2026, 07:59 PM

Apply Before 07/02/2026, 08:00 PM

Job Schedule Full time

Locations 2380 COLLEGE AVE, DAVIE, FL, 33317, US (On-site)