Waste Management, Inc. (WM)

Compensation

Full Description

I. Job Summary Manages Customer Service Representatives and administrative activities of the assigned Customer Service function. Preference is to hire from internally within the current WM CE team 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-The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US. A. Required Qualifications High School Diploma or GED (accredited) 5 years previous customer service supervisory experience (in addition to education requirement) 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. Normal setting for this job is Remote The expected pay range for this remote position across the U.S is $65,700 to 83,000K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. V. Benefits At WM, 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. ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com. Equal Employment Opportunity For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation. Real ID In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons, or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative. What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities. We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.