Customer Service Manager

WIN Waste Innovations • Portsmouth, NH • 2h ago

WIN Waste Innovations is looking for a dedicated, supportive Customer Experience Manager/Trainer who can develop training materials, train, coach and motivate call center representatives as they field service and sales calls from customers. The Customer Experience Manager/Trainer will assist in hiring employees and will be responsible for the training process, ensuring that every agent is well prepared to take our customers' calls. The Customer Experience Manager/Trainer position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be supportive and prepared to act as a resource to agents.

To succeed as a Customer Experience Manager, you should be analytical and a problem solver. You should focus on ways to continually develop your team to offer even better customer service.

Responsibilities:

Creating and updating New Hire training material.

Hiring, training, and preparing Customer Care Representatives to respond to customer questions and complaints and troubleshoot service problems.

Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

Answering agent questions regarding best practices or difficult calls.

Identifying operational issues and suggesting possible improvements.

Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

Preparing reports and analyzing data to assist management as they determine call center goals.

Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Maintain positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, co-workers and management.

Requirements:

College degree preferred and/or 5 years customer service supervisory experience.

Must have experience leading New Hire Training courses as well as experience in Instructional Design (Training material development).

Strong ability to evaluate performance, Coach using SMART objectives and develop employee performance.

Excellent problem solving, leadership, and motivational skills.

Proficiency with technology, especially computers, software applications, and phone systems.

Exceptional verbal and written communication skills.

Analytical, efficient, and thorough.

Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

What You'll Enjoy:

Industry leading benefits

Multiple and flexible medical plans

Outstanding PTO program

Floating Holidays

Strong 401k program and company match

Tuition reimbursement plan

College loan reimbursement

College scholarship program for dependents

Parental Leave Program

Inclusive culture

Employee engagement events

Employee resource groups

WIN Waste Innovations is a waste management company committed to delivering essential waste management solutions to customers and communities supported by our team of 2,300 employees. We believe in preserving our environment for future generations while providing for today's needs. WIN Waste Innovations is a vertically integrated business with a platform of 50 strategically located collection, transfer, and disposal assets. These include waste-to-energy facilities, transfer stations, ash monofills, landfills, and fleets of rail cars and collection vehicles. We process more than 11 million tons of waste annually, converting 6.7 million tons of waste into clean, renewable energy that powers 340,000 homes. We recycle more than 234,000 tons of plastic, paper, and metals from the waste stream.

At WIN Waste Innovations, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.

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