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Anaheim

    Customer Care Manager - Anaheim, United States - Republic Services

    Republic Services
    Republic Services Anaheim, United States

    1 day ago

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    Description

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    > Customer Care Manager

    Customer Care Manager

    > Customer Care Manager

    Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste. Through our subsidiaries, Republics collection companies, recycling centers, transfer stations, and landfills focus on providing effective solutions to make proper waste disposal effortless for our 14 million customers. Well handle it from here., our brand promise, lets customers know they can count on Republic to provide a superior experience while fostering a sustainable Blue Planet for future generations to enjoy a cleaner, safer and healthier world.

    Why Work with Us

    Our Company cannot thrive without great people devoted to serving customers, the community and the planet. We hire the best people to make Republic a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We strive to create a workplace thats meaningful and rewarding to our 33,000 employees. Thats why we are proud to be recognized as Best Large Employer by Forbes, Worlds Most Ethical Companies by Ethisphere, and Human Rights Campaign Foundations 2018 Corporate Equality Index.

    Job Description

    **POSITION SUMMARY:** : The Customer Care Manager reports directly to, and is under the general direction of, the General Manager and works in partnership with the Customer Resource Center (CRC) to provide guidance and leadership within our Field Operations Team for customer-service. The Customer Care Manager works within a Business Unit and utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective resolution of escalated customer requests. This manager will utilize a continuous improvement mindset and influence leadership to develop solutions, refine process, and influence a best in class customer experience.

    **PRINCIPAL RESPONSIBILITIES:**

    Establishes and maintains a service culture that puts the customer first

    Monitors inbound calls, cases, F2 notes and emails for escalated customer issues.

    Responds in a professional, empathetic, and courteous manner to escalated customer concerns to reach an expedient solution and meet the customers needs and expectations.

    Collaborates with BU, Area Leadership, and CRC personnel to gain insight into these elevated concerns to determine and facilitate resolution

    Takes full ownership from escalation to resolution with autonomy and authority to resolve the issue(s), including (but not limited to) routing services directly in RISE, entering service requests, issuing credits, and closing accounts

    Returns all internal/external calls, emails, and faxes with urgency, ensuring that customers concerns are understood and resolution is clearly explained

    Appropriately and thoroughly documents all interaction and resolutions on customers account in Salesforce.

    Immediately acts upon potential employee company policy violations by identifying the issue and notifying the proper internal stakeholders

    Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Business Unit

    Collaborates with the Customer Service Field Liaisons to identify and streamline processes improvement opportunities that enhance customer experience

    Helps drive innovation and continuous improvement in the Business Unit related areas as we continue to strive for excellence in customer service

    Performs trend and root-cause analysis on escalations and contributes to cross-functional action plans to address

    Demonstrates a thorough understanding of the systems employed by the Company, including but not limited to the Salesforce, RISE, Knowledge Management Tool, Republic Maps, Infopro and billing systems

    Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement

    Maintains a positive and results oriented work mindset that facilitates collaboration with fellow team members to achieve Company standards and expectations

    Performs other job-related duties as assigned or apparent

    **QUALIFICATIONS:**

    Bachelors degree or equivalent experience.

    Waste or service industry experience

    Experience with Salesforce and MS Office software applications

    **MINIMUM QUALIFICATIONS:**

    High school diploma or GED.

    Minimum of 3-5 years of experience providing service in a call center or customer service environment, including significant direct customer contact by phone or in-person, and in writing.

    Experience receiving and responding to escalated customer service issues.

    **Salary Range:**

    **Bonus Plan Details (if applicable):** Bonus MIP, 10% Annual

    Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.

    *The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.*

    Rewarding Compensation and Benefits

    Salary:

    Posted Date: November 10, 2021

    Job Type: Full-Time

    Req #: R

    Location: Anaheim

    Job Category: Sales

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