Customer Experience Supervisor
Enviri
full-time
Posted on:
Location Type: Remote
Location: Pennsylvania • United States
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About the role
- Initial point of escalation for Customer Experience peer group, conducting research and work cross functionally to resolve or escalate problems.
- Training and mentoring Customer Experience Representatives including incorporation of strategy, efficiency, and effectiveness into daily job performance.
- High level of participation/leadership in process and quality improvement activities.
- Ability to demonstrate a high level of Customer Experience acumen acquired through substantial gained experience.
- Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution.
- Actively manage multiple customers assigned to the team member’s roster and your roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing.
- Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster.
- Prepare client profiles by gathering information and assign codes using basic knowledge of SDS and hazardous waste coding and disposal requirements.
- Responsible for all case management tied to the team member’s assigned accounts as well as your accounts.
- Regularly review, analyze, and prepare reports on the status of customers’ orders.
- Conduct proactive calls to ensure ongoing communication with existing customers.
- Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers’ needs.
- Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services.
- Perform other reasonably related tasks as assigned by management.
Requirements
- Bachelor’s degree coupled with 3+ years of work experience in an account management or customer service role OR High school diploma/GED coupled with 5+ years of work experience in a customer service or account management role.
- High level of Customer Experience and business acumen.
- Demonstrated experience as a peer leader.
- Self-directed, with the ability to work on multiple projects with competing priorities and deadlines.
- Proficiency in Microsoft Office software (Excel, Word, PowerPoint, and Outlook).
- Experience using a CRM system or web-based programs, proprietary online applications; preferably Salesforce.
- Excellent verbal and written communication skills in English; ability to maintain a high level of accuracy in details; and strong phone contact handling skills and active listening.
- Ability to manage several tasks simultaneously and meet deadlines.
Benefits
- health, dental, vision, life, and disability insurance plans starting on the first day of employment
- paid time off
- wellness benefits
- employee discount program
- tuition assistance
- 401k with company matching
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementcustomer servicecase managementorder reviewhazardous waste codingreport preparationsales-related activitiescommunication managementproblem resolutionprocess improvement
Soft Skills
leadershipmentoringself-directedactive listeningverbal communicationwritten communicationattention to detailtime managementorganizational skillscustomer experience acumen