Customer Care Manager

27 Oct 2024

Vacancy expired!

Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste disposal. Through our subsidiaries, Republic’s collection operations, transfer stations, recycling processing centers, landfills and environmental services provide effective solutions to make recycling and waste disposal effortless for our 14 million customers nationwide. Our 36,000 employees working in 42 states are committed to providing a superior customer experience while helping ensure a cleaner, safer and healthier world for future generations.Why Work with UsAt Republic Services, we strive to create a workplace that is meaningful and rewarding at every level of our organization. Our employees thrive in an atmosphere where safety is revered, and each person can be a compassionate steward of our environment. We hire the best people to make Republic a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We’re proud to be recognized on Barron’s 100 Most Sustainable Companies, Forbes World’s Most Innovative Companies, Forbes Best Employers for Women, Forbes Best Large Employers and Ethisphere’s World’s Most Ethical Companies lists. Republic is also the only company in our industry that is a certified Great Place to Work.POSITION SUMMARY: : The Customer Care Manager reports directly to, and is under the general direction of, the General Manager and works in partnership with the Customer Resource Center (CRC) to provide guidance and leadership within our Field Operations Team for customer-service. The Customer Care Manager works within a Business Unit and utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective resolution of escalated customer requests. This manager will utilize a continuous improvement mindset and influence leadership to develop solutions, refine process, and influence a best in class customer experience.PRINCIPAL RESPONSIBILITIES:Establishes and maintains a service culture that puts the customer first

Monitors inbound calls, cases, F2 notes and emails for escalated customer issues.

Responds in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution and meet the customer’s needs and expectations.

Collaborates with BU, Area Leadership, and CRC personnel to gain insight into these elevated concerns to determine and facilitate resolution

Takes full ownership from escalation to resolution with autonomy and authority to resolve the issue(s), including (but not limited to) routing services directly in RISE, entering service requests, issuing credits, and closing accounts

Returns all internal/external calls, emails, and faxes with urgency, ensuring that customers’ concerns are understood and resolution is clearly explained

Appropriately and thoroughly documents all interaction and resolutions on customer’s account in Salesforce.

Immediately acts upon potential employee company policy violations by identifying the issue and notifying the proper internal stakeholders

Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Business Unit

Collaborates with the Customer Service Field Liaisons to identify and streamline processes improvement opportunities that enhance customer experience

Helps drive innovation and continuous improvement in the Business Unit related areas as we continue to strive for excellence in customer service

Performs trend and root-cause analysis on escalations and contributes to cross-functional action plans to address

Demonstrates a thorough understanding of the systems employed by the Company, including but not limited to the Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems

Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement

Maintains a positive and results oriented work mindset that facilitates collaboration with fellow team members to achieve Company standards and expectations

Performs other job-related duties as assigned or apparent

QUALIFICATIONS:Bachelor’s degree or equivalent experience.

Waste or service industry experience

MINIMUM QUALIFICATIONS:High school diploma or GED.

Minimum of 3-5 years of experience providing service in a call center or customer service environment, including significant direct customer contact by phone or in-person, and in writing.

Experience receiving and responding to escalated customer service issues.

Experience with Salesforce and MS Office software applications

Salary Range:$0 - $0Bonus Plan Details (if applicable):Bonus - MIP, 10% AnnualRewarding Compensation and BenefitsEligible employees can elect to participate in: Comprehensive medical benefits coverage, dental plans and vision coverage. Health care and dependent care spending accounts. Short- and long-term disability. Life insurance and accidental death & dismemberment insurance. Employee and Family Assistance Program (EAP). Employee discount programs. 401(k) plan with a generous company match. Employee Stock Purchase Plan (ESPP).The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.We work for Earth. Every day, we come to work with two purposes in mind – serving our customers and doing our part to preserve our Blue Planet®. Our commitment to both has led to such things as landfill innovations, solar energy projects, community education designed to teach people to properly recycle, ongoing efforts to reduce our vehicle emissions and improving safety through technology—to name a few. To put it simply, we are 35,000 guardians of the environment, striving to make the world a better place.Republic Services is more than a recycling and waste services company. We are a company dedicated to turning waste into possibilities. Together, united under the Republic Star, we are working for a cleaner, safer and healthier world where people thrive, not just for today, but for generations to come.

Full-time
  • ID: #21757808
  • State: Colorado Commercecity 80022 Commercecity USA
  • City: Commercecity
  • Salary: USD TBD TBD
  • Showed: 2021-10-27
  • Deadline: 2021-12-25
  • Category: Et cetera