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 customer’s 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 customer’s 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:

• 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.

Why choose Republic?

Joining Republic isn’t just about taking on a new job, it’s about making a commitment to create a more sustainable world together. Our people provide an essential service, serving and impacting customers, neighborhoods, and communities everywhere.

As a company, we are proud of our values and encourage those who share in our aspirations to join our team:
· We protect our colleagues and communities through safe practices everywhere, every day.
· We are committed to serving our customers and communities by going above and beyond to exceed expectations.
· We take action to improve neighborhoods and communities by being environmentally responsible and creating a more sustainable world.
· We are driven to deliver results in the right way.
· We encourage a human centered culture that honors the unique potential and dignity of every person.

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.