Waste Management RSC Supervisor in Lombard, Illinois
Equal Opportunity Employer: Minority/Female/Disability/Veteran
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.I. Job SummaryManages 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 ResponsibilitiesTo 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.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 ResponsibilitiesThe highest level of supervisory skills required in this job is the management of non-supervisory employees. IV. QualificationsThe requirements listed below are representative of the qualifications necessary to perform the job.A. Education and Experience
Education: High School Diploma or GED (accredited)
Experience: 4 years of relevant work 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. V. Work EnvironmentListed 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.Normal setting for this job is: office setting.BenefitsAt Waste Management, 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.If this sounds like the opportunity that you have been looking for, please click "Apply.”
I understand that applying to this job indicates that I have the legal right to work in the United States. I agree to perform physical duties of this position as outlined in the job with or without reasonable accommodations. I understand that if offered the position, I will be required to pass a drug screen.