Republic Services National Accounts Customer Service Supervisor in Chandler, Arizona
Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste. Through our subsidiaries, Republic’s collection companies, recycling centers, transfer stations, and landfills focus on providing effective solutions to make proper waste disposal effortless for our 14 million customers. We’ll handle it from here., our brand promise, lets customers know they can count on Republic to provide a superior experience while fostering a sustainable Blue Planet for future generations to enjoy a cleaner, safer and healthier world. Why Work with Us Our Company cannot thrive without great people devoted to serving customers, the community and the planet. 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 strive to create a workplace that's meaningful and rewarding to our 33,000 employees. That's why we are proud to be recognized as Best Large Employer by Forbes, World’s Most Ethical Companies by Ethisphere, and Human Rights Campaign Foundation’s 2018 Corporate Equality Index.
POSITION SUMMARY: With general direction from the Customer Service Senior Manager or Customer Resource Center leadership, this role supervises customer service employees utilizing a hands-on approach to ensure consistent and effective delivery of customer service activities including responding to service inquiries, problem resolution, and retaining accounts. Customer Service Supervisor also may act as manager on duty in the absence of other managerial personnel, when needed, to provide management support and handle urgent matters.
Supervises Customer Service employees performing customer service activities including responding to service inquiries, retaining existing accounts, and problem resolution including, but is not limited to, hiring, training, and coaching representatives. Additionally, takes corrective action to manage performance and compliance with Company policies as appropriate and ensures accurate processing of employee payroll.
Conducts side-by-side observations and quality assurance (call and case monitoring) reviews to ensure quality customer interactions and productivity procedures are followed.
Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening, call control, case management and email etiquette techniques.
Responds in a professional and courteous manner to escalated customer service concerns to reach an effective resolution. This may entail coordinating with and working through other departments, including sales, operations and accounting to resolve issues.
Manages support functions for the team ensuring access to systems such as Salesforce.com, telephone system, and other systems required by the customer service department to achieve targets/goals.
Monitors and assesses the department’s operational performance and trends to adjust activities as appropriate. Based on current and historical data ensures the most efficient use of labor while balancing quality levels of customer service.
Analyzes and understands customer needs based on customer feedback, call monitoring and various information sources. Uses information received to make recommendations to support business goals.
Provides back-up support to the customer service center to respond to calls during staffing shortages, high volume activity or as needed.
Performs other job-related duties as assigned or apparent.
Bachelor’s Degree in Business, Communications, Sales or Marketing.
Previous experience within Republic Services.
Previous waste industry knowledge.
Experience analyzing data utilizing the Microsoft Office Suite of applications.
High School diploma or G.E.D certification.
Minimum of 3 years of customer service experience.
Minimum of 1 year of supervisory experience or experience in a lead role.
Rewarding Compensation and Benefits
Eligible 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).
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, genetic information, or any other characteristic protected by applicable law.
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.
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.