Put your great attention to detail to work as a Senior Customer Experience Manager with a growing leader in environmental and regulated waste management solutions!
Working as part of a dedicated team of customer experience, sales, and compliance professionals, youāll take ownership by working internally to coordinate their waste disposal needs in accordance with their service agreements. Youāll serve as part of the customer experience team providing support to Clients, internal Operations, Finance, Logistics and field staff to ensure a high level of customer satisfaction.
Primary Responsibilities (Essential Functions): The main duties and responsibilities.
- Management of one or more Customer Service teams, including Customer Service Representatives, Leads, and/or Supervisors.
- Hiring, training, and mentoring Customer Service team including incorporation of strategy, efficiency, and effectiveness into daily job performance.
- Conduct Customer Service teamās performance management and career development by utilizing appropriate tools and talent management systems.
- Internally support and monitor Customer Service team to ensure Key Performance Indicators (KPIās) are met/exceeded.
- High level of participation/leadership in process and quality improvement activities.
- Provide solutions to executive management on ways to increase efficiencies and the effectiveness of servicing customersā needs.
- Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services.
- Collaborate with internal business partners at all levels to ensure correct services and/or products are delivered in a timely manner.
- Utilize a high level of Customer Service acumen acquired through substantial gained experience to solve problems and remove barriers for their Customer Service team(s).
- Responsible for solutioning, managing, and identifying customersā needs while responding to a high volume of customer and internal communication and navigating multiple systems.
- Point of escalation for Customer Service team, conducting research and work cross functionally to resolve or escalate problems.
- Developing and expand client relationships within their assigned geographies by proposing solutions to meet client objectives.
- Attend client meetings pertaining to Customer Service-related functions to ensure objectives are met and/or escalated for completion and client satisfaction.
- Assist with preparing client reports that pertain to Customer Service-related functions.
- Perform other reasonably related tasks as assigned by management.