Customer Service Manager

Position: Customer Service Manager I
** I.

Job Summary *
* The Customer Service Manager has overall responsibility for the Customer Service Center's operations and employee leadership, ensuring a high level of customer satisfaction, customer relations, performance, and quality standards.  
** Supporting the Pacific Northwest (PNW) Market Area** , this role leads and develops a customer service team focused on delivering exceptional customer experiences, driving operational excellence, and achieving key performance objectives. The Customer Service Manager partners closely with field operations and cross-functional stakeholders to resolve customer concerns, improve processes, and support regional business goals through a culture of accountability, engagement, and continuous improvement.

** II.

Essential Duties and Responsibilities *
* + Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership.

+ Responsible for the center's operational optimization through use of effective metrics for staffing, scheduling and call volume forecasting. Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity and sales. Recognize performance trends, perform cause analysis and identify opportunities for improvement adjusting to meet set standards. Manage agents' scorecards and reviews with Customer Service Supervisors.

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

+ Determines training needs and establishes programs. Perform periodic training quality assessments to ensure training standards are met. Coordinate training to ensure timely and consistent training delivery.

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

+ Submits reasonable budget information and analyzes data versus year-to-date data and prior year budget.

+ Investigates and resolves escalated customer service inquiries.

+ Participate and monitor Service Machine processes. Champion the Service Machine delivery methods.

** III. Qualifications*
* *
* A.

Required Qualifications *
* + Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study

+ High School Diploma or GED (accredited) and four years of relevant experience

+ 7 years of relevant work experience and

+ 2 years of supervisory experience

*
* B.

Preferred Qualifications *
* + Master's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study

** IV.

Physical Requirements *
* 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.

Remote; supporting the PNW market area

PAY:
The expected pay range for this remote position across the U.S is $73,K. This pay 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.

** V. Benefits*
* 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.

If this sounds like the opportunity that you have been looking for, please click Apply.

Equal Opportunity

Employer:

Minority/Female/Disability/Veteran