Job Description

**Job Summary** The Customer Service Manager III has overall responsibility for the Customer Service Center's operations.. Leads a team of direct reports in management of initiatives critical to Customer Service process and technologies that enhance agent activities and the customer engagement model. Works with the team to develop, implement and maintain programs to improve overall customer service. **Essential Duties and Responsibilities** - Provides day-to-day management and support to customer service process and technology team. Champion customer-centric culture inside and outside the customer service team cultivating an environment of trust, teamwork, and ownership. - Responsible for the center's operational optimization through use of effective program management, process improvement and innovation. Analyze department performance and proactively identify and implement strategies to improve quality of service, operational efficiency and customer engagement. - Communicates and enforces company policies and procedures and develops and implements customer service performance standards. - Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data. - Facilitates regular conversation with key internal business partners aimed at creating efficiency in business process and reducing customer request cycle time. - Investigates and resolves escalated customer service inquiries. - Work with team members and CE leaders to evaluate customer engagement tools and optimize areas for customer self-service. - 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. - Review and evaluate team member performance on a regular basis in accordance with guidelines as provided by the Human Resources department. **IV. Qualifications** The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience + Education: Bachelor's Degree (accredited) in Sales/Marketing, Business Administration or in lieu of a degree High School Diploma (or GED) and 4 years of work experience + Experience: 7 years of relevant work experience (in addition to education requirement) B. Knowledge, Skills, Abilities or Other Requirements: Call center or customer service experience and supervisory/management skills required Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities Excellent oral and written communications skills Self-starter who possesses the ability to work cooperatively with a tam of customer service providers and other members of the management team Experienced and skilled at effectively providing and receiving constructive feedback Effective facilitative leadership skills and experience leading focused teams Understanding of business processes, tools and techniques required to develop an engaged customer and employee environment **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: Remote The expected base pay range for this position across the U.S. is $103,070 - $153,950. 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. **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." Equal Opportunity Employer: Minority/Female/Disability/Veteran

Job Tags

Holiday work, Temporary work, Work experience placement,

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