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Republic Services Customer Resource Supervisor in Charlotte, North Carolina

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 Us

At 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: With general direction from the Customer Resource Center (CRC) Senior Manager, the Customer Resource Center Supervisor leads customer resource representatives, utilizing a hands-on approach, customer centric, and data driven approach to ensure consistent and effective delivery of customer service activities. The Customer Resource Center Supervisor may act as manager on duty in the absence of other managerial personnel, when needed, to provide management support and handle urgent matters at the CRC.

PRINCIPLE RESPONSIBILITIES:

  • Utilizes the Performance Management discipline to effectively plan time, communicate performance to agents, regularly analyze agent and team-level performance results and administer Simple and Complex Coaching Plans to address/improve behaviors and maximize performance.

  • Leads Customer Resource Representatives performing customer service activities including responding to service inquiries, retaining existing accounts and resolving problems.

  • Responsible for the hiring, training, coaching, and performance management of Customer Resource Representatives. Actively interacts with team to nurture and support employee engagement.

  • Conducts side-by-side observations and quality assurance 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 and call control techniques.

  • Responds in a professional and courteous manner to escalated customer service concerns in order 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, the Cisco telephone system and other systems required to achieve targets/goals.

  • Monitors and assesses the department’s operational performance and trends to adjust activities as appropriate.

  • Analyzes a number of data elements to evaluate Customer Resource Representative performance, reviews and understands customer needs based on customer feedback, call monitoring and various information sources. Uses information received to make recommendations to support business goals.

  • Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

  • Bachelor’s degree in Business, Communications, Sales or Marketing

  • Experience utilizing reporting tools to analyze data and develop related action plans.

  • Prior Republic Services experience.

  • Waste industry knowledge

  • Bilingual skills

MINIMUM QUALIFICATIONS:

  • High school diploma or G.E.D.

  • Minimum of 1 year of customer service call center experience.

  • Minimum of 1 year of supervisory experience or experience in a lead role

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.

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).

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.

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