WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WMs largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 600 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.

I. Job Summary
Manages the daily operations of the customer service team of CSRs. Develops, implements and maintains processes, procedures and programs to improve customer service. Responsible for promoting company standards by engaging employees to drive customer loyalty.

*This will be the morning shift: 7AM-4PM

II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.  

Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals. Directs customer service team toward achievement of operational goals. Organizes and schedules all necessary resources required to accomplish activities. Oversees personnel needs of the department including coaching, training, and evaluating employee performance.  Provides input into termination, compensation, and promotion decisions. Hires and provides training for new and/or less experienced customer service staff. Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures. Compiles all customer service data requirements into reports, and analyzes results.  Investigates and researches escalated customer service inquiries. Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty. 

III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of to up 15+ full-time and part-time employees, inclusive of CSRI's.

IV.  Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Education: High school diploma or G.E.D. (accredited). Experience: Four (4) years of previous work experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

Call center or customer service experience and supervisory/management skills required. Ability to work in and/or back-up all incoming call queues (including IBC, Builders Direct and Inbound Account Retention). Ability to cross train and develop CSR and dispatch skills. Ability to perform IBC, Account Retention, Builders Desk and Dispatch support functions. Excellent verbal, written and analytical skills. Typing and computer skills – MS Office. Ability to multi task and to react well under pressure and treats others with respect. Identifies and resolves problems in a timely manner. Prioritizes and plans work activities. Focuses on solving conflicts and listening to others without interrupting. Work efficiently and effectively, both independently and as a team to ensure exceeding call center’s standards. Balances team and individual responsibilities and helps build a positive team spirit. Adapts and able to deal with frequent changes in the work environment. Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.   Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting (Windsor, CT)  Morning Shift 7AM- 4PM

The expected salary range for this onsite position is $61,380 - $70,587. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. 

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.

If this sounds like the opportunity that you have been looking for, please click “Apply.”