I. Job Summary

Manages the daily operations of the WM Cares customer service team of WM Cares Representatives, handling enterprise customer escalations received from all channels which include: phone calls from customers, forwarded calls, Better Business Bureau complaints, Social Media, Email, etc.. Develops, implements and maintains processes, procedures and programs to improve the customer experience. Responsible for promoting company standards by engaging employees to drive customer loyalty. Works with the Customer Experience leadership across the enterprise to ensure customer resolution, root cause analysis and proper handling of the customer escalations. Implement and manage an escalation process that ensures proper customer resolution within the WM Cares team and includes outbound communications and alerts as appropriate. Manage the WM Cares phone queues and phone performance to maintain proper call center metrics determined for the proper call handling of escalation calls. Includes proper hiring, training and management of employees in the WM Cares team. Works with designated departments, leaders and Areas to discuss root cause improvements and analytics that are appropriate to improve the customer experience.

II. Essential Duties and Responsibilities 

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 team 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. 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 

Associate's Degree in Customer Service, Call Center or similar area of study High School Diploma or GED (accredited) and two years of relevant experience 4 years of direct call center experience 1 year year in supervisory role

B. Preferred Qualifications 

High volume escalation queue experience

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.
 

The expected pay range for this remote position across the U.S. is $65,700- $83,800K. This 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. 

 

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