DCR Customer Experience Supervisor

I. Job Summary

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

Preference is to hire from internally within the current WM CE team

• 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.

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Required Qualifications

High School Diploma or GED (accredited)

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

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is Remote

The expected pay range for this remote position across the U.S is $65,700 to 83,000K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

Equal Opportunity

Employer:

Minority/Female/Disability/Veteran