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Customer Experience Bagster- Supervisor

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WM

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • United States
    Remote

AI generated summary

  • You must live in the US, have a high school diploma or GED, 2 years of call center or customer service experience, and supervisory skills for this remote position.
  • You will manage customer service staff, oversee performance, implement process improvements, handle escalated inquiries, and analyze budgets and reports to enhance service quality.

Requirements

  • Must live and work in the US.
  • Education: High School Diploma or GED (accredited)
  • Experience: 2 years of relevant work experience
  • None required.
  • Call center or customer service experience and supervisory/management skills required.
  • Normal setting for this job is: Remote setting

Responsibilities

  • Provides day-to-day management, support to bagster, and provides guidance to continue growth in customer service organization.
  • 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.
  • 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.
  • Effectively uses WM sales productivity software tools (i.e Employee Console, Knowledge, Salesforce, WAVE. Bagster.com, etc.)

FAQs

What is the primary role of the Customer Experience Bagster Supervisor?

The primary role of the Customer Experience Bagster Supervisor is to manage Customer Service Representatives and oversee the administrative activities of the customer service function, ensuring world-class customer service and performance improvement.

What are the essential duties of this position?

Essential duties include providing day-to-day management and support to the bagster team, overseeing personnel needs, monitoring performance, evaluating customer feedback, communicating company policies, determining training needs, and resolving escalated customer service inquiries.

What qualifications are required for this job?

The qualifications include a High School Diploma or GED and 2 years of relevant work experience, along with call center or customer service experience and supervisory/management skills.

How many employees will I supervise in this role?

You will directly supervise 10 full-time employees.

Does this position offer competitive pay?

Yes, the expected base pay range for this position is $68,000.00 - $74,000.00, which may vary based on experience and other factors.

What benefits does WM provide to eligible employees?

WM offers a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, a Stock Purchase Plan, 401K company match, Paid Vacation, Holidays, and Personal Days.

Is there any required training for this position?

Yes, you will need to determine training needs and establish training programs for your team.

What is the work environment for this role?

The normal setting for this job is a remote setting.

What tools will I be using in this role?

You will effectively use WM sales productivity software tools such as Employee Console, Knowledge, Salesforce, WAVE, Bagster.com, and others.

How does WM promote career growth?

WM is committed to providing a fun and engaging work environment with opportunities for growth through various resources, engagement activities, training, and support for employee development.

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WM

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

WM is North America's leading provider of integrated environmental solutions. We partner with our customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy. We are on a quest for environmental performance, a mission to maximize resource value, while minimizing – and even eliminating – environmental impact so that both our economy and our environment can thrive. WM tailors its services to meet the needs of each customer group and to ensure consistent, superior service at the local level. Headquartered in Houston, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 367 collection operations, 355 transfer stations, 273 active landfill disposal sites, 16 waste-to-energy plants, 104 recycling plants, and 111 beneficial-use landfill gas projects.

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