Supervisor, Customer Experience

I. Job Summary

Manages Customer Service Representatives and administrative activities of the assigned Customer Service function.

II. Essential Duties and Responsibilities

• Provides day-to-day management and support to customer service staff.
• Oversees personnel needs of the customer service department including selecting coaching and training employees and evaluating employee performance. Provides input into termination compensation and promotion decisions.
• Monitors and evaluates customer service performance. Identifies operational issues and process improvements and implements strategies to improve performance.
• Monitors call center schedules training time and performance forecasts to ensure service levels remain at or above set goal.
• Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
• Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.
• Determines training needs and establishes programs.
• Compiles all customer service reporting requirements. Develops and analyzes budgets reports and financial data.
• Investigates and resolves escalated customer service inquiries.

III. Qualifications

A. Required Qualifications

• High School Diploma or GED (accredited)
• 5 years previous customer service supervisory experience (in addition to education requirement)

B. Preferred Qualifications


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.

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers phones copy machines etc.


V. Benefits
At WM each eligible employee receives a competitive total compensation package that includes medical dental vision life insurance and short-term 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.