Republic Services: Customer Care Manager

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 firstMonitors 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 customer’s needs and expectations.Collaborates with BU, Area Leadership, and CRC personnel to gain insight into these elevated concerns to determine and facilitate resolutionTakes 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 accountsReturns all internal/external calls, emails, and faxes with urgency, ensuring that customers’ concerns are understood and resolution is clearly explainedAppropriately and thoroughly documents all interaction and resolutions on customer’s account in Salesforce.Immediately acts upon potential employee company policy violations by identifying the issue and notifying the proper internal stakeholdersUses customer service expertise to assess existing practices and procedures for process improvement opportunities within the Business UnitCollaborates with the Customer Service Field Liaisons to identify and streamline processes improvement opportunities that enhance customer experienceHelps drive innovation and continuous improvement in the Business Unit related areas as we continue to strive for excellence in customer servicePerforms trend and root-cause analysis on escalations and contributes to cross-functional action plans to addressDemonstrates 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 systemsExemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvementMaintains a positive and results oriented work mindset that facilitates collaboration with fellow team members to achieve Company standards and expectationsPerforms other job-related duties as assigned or apparent QUALIFICATIONS:Bachelor’s degree or equivalent experience.Waste or service industry experienceExperience 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.