Director of Customer Experience
Mercury
Customer Support Supervisor, Spanish Speaker
Republic Services
full-time
Posted on:
Location: Florida, North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $71,400 - $107,000 per year
Job Level
Mid-LevelSenior
About the role
- Manages activities of Customer Support Specialists handling complex projects and high-level customer concerns.
- Interfaces with regulators, customers, salesforce, and operations to ensure smooth acceptance and disposal of waste.
- Works with sales representatives on pricing, scheduling and transportation issues.
- Monitors calls to observe support specialist’s demeanor, technical accuracy, and conformity to company policies.
- Recommends approaches and services to provide exceptional customer service.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Studies and standardizes procedures to improve efficiency.
- Interfaces with customers and operations to ensure project completion as requested.
- Provides proposals in response to customer service requests.
- Makes decisions on scheduling and coordinating transportation services.
- Arranges off-site shipments, prepares profiles, manifests and corresponds with transportation department.
- Ensures customer service supports sales representatives to secure and maintain clients.
- Gathers information and completes audits from customers.
- Partners with attorneys to draft and revise contracts.
- Creates budgets and tracks expenditures.
- Provides training and guidance to staff to ensure performance goals are established and achieved.
- Manages customer service function to ensure smooth and efficient operations.
- Participates in strategic planning to sustain and grow programs and services.
- Performs other job-related duties as assigned.
Requirements
- Advanced knowledge of Excel, Word, and PowerPoint
- Experience with Resource Conservation Recovery Act (RCRA), Department of Transportation (DOT), Toxic Substance Control Act (TSCA) and other applicable local, state, and federal regulatory bodies
- 5+ years of hazardous waste management industry experience
