Customer Experience Supervisor (East)

Grow your career! Grow your network! Grow with WM! If you bring the passion for customer service, we will give you a fun and engaging work environment, a great compensation and benefits package, and opportunities to grow with our organization. Waste Management is looking for goal-oriented, Customer Focused Individuals like you to provide world-class customer service to our customers. What are you waiting for apply today!

I. Job Summary
The Customer Experience Supervisor, for the Eastern Tier , is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This role involves managing personnel needs, including hiring, training, coaching, and evaluating employees, while contributing to decisions on termination, compensation, and promotions. The supervisor monitors and enhances customer service performance by analyzing feedback, identifying process improvements, and implementing strategies to meet or exceed service goals. Additional responsibilities include enforcing company policies, mentoring team leads, developing training programs, managing call center schedules, and resolving escalated inquiries. The role also entails compiling reports, analyzing budgets and financial data, and ensuring operational efficiency and customer satisfaction.

Preference to hire from within the current WM CE Team.

II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Provides day-to-day management and support to customer service staff.
• Oversee personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance.
• Provides input into termination, compensation, and promotion decisions.
• Monitors and evaluates customer service performance. Identifies operational issues and process improvements and implements strategies to improve performance.
• Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
• Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
• Mentors Lead Customer Service Representatives and provide guidance to continue growth in customer service organization.
• Determines training needs and establishes programs.
• Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
• Investigates and resolves escalated customer service inquiries.

III. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of non-exempt employees. This includes:

• Direct supervision of 18-20 full-time representatives

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A. Education and Experience

• Education: High School Diploma or GED (accredited)
• Experience: 5 years of relevant work experience
  • Preference to hire from within the current WM CE Team

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Call center or customer service experience and supervisory/management skills required.

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: Remote; Typical schedule 7:30-5:00 EST

PAY: The expected pay range for this remote position across the U.S is $65,700- 83,800K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click “Apply.”
ABOUT WM

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.

What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities.

We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.