Grow your career! Grow your network! Grow with WM! If you bring the passion for
customer service, we will give you a fun and engaging work environment, a great
compensation and benefits package, and opportunities to grow with our
organization. Waste Management is looking for goal-oriented, Customer Focused
Individuals like you to provide world-class customer service to our customers.
What are you waiting for apply today!
I. Job Summary
The Customer Experience Supervisor, for the Eastern Tier, is responsible for
overseeing the daily operations of the customer service department, providing
leadership, support, and development to staff. This role involves managing
personnel needs, including hiring, training, coaching, and evaluating employees,
while contributing to decisions on termination, compensation, and promotions.
The supervisor monitors and enhances customer service performance by analyzing
feedback, identifying process improvements, and implementing strategies to meet
or exceed service goals. Additional responsibilities include enforcing company
policies, mentoring team leads, developing training programs, managing call
center schedules, and resolving escalated inquiries. The role also entails
compiling reports, analyzing budgets and financial data, and ensuring
operational efficiency and customer satisfaction.
Preference to hire from within the current WM CE Team.
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 management and support to customer service staff.
Oversee 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 provide 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. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management
of non-exempt employees. This includes:
Direct supervision of 18-20 full-time representatives
IV. Qualifications
The requirements listed below are representative of the qualifications necessary
to perform the job. Must live and work in the US.
A. Education and Experience
Education: High School Diploma or GED (accredited)
Experience: 5 years of relevant work experience
Preference to hire from within the current WM CE Team
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.
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; Typical schedule 7:30-5:00 EST
PAY: The expected pay range for this remote position across the U.S is $65,700-
83,800K. 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.”
ABOUT WM
WM (WM.com [https://www.wm.com]) is North America's leading provider of
comprehensive environmental solutions. 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, medical 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 pursue 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 a leader in beneficial use of
landfill gas, with a growing network of renewable natural gas plants and the
most landfill gas‑to‑electricity plants in North America. WM’s fleet includes
more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck
fleet in the industry in North America. Healthcare Solutions provides collection
and disposal services of regulated medical waste, as well as secure information
destruction services, in the U.S., Canada and Western Europe. To learn more
about WM and the company’s sustainability progress and solutions, visit
Sustainability.WM.com [https://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.