Republic Services, Inc. and Allied Waste Industries, Inc. announced Friday, December 5, 2008, that they have completed their historic merger to create one of the nations leading waste and environmental services providers. The combined company, which will be based in Phoenix, will be named Republic Services, Inc. and will trade under the ticker symbol "RSG" on The New York Stock Exchange. As of the close of the market on December 5, 2008, Allied Waste stock was delisted and will no longer trade on NYSE. The combined company will have more than 35,000 employees serving more than 13 million customers in 40 states and Puerto Rico.
Mission Statement
Our mission is to provide industry-leading solid waste and environmental services that exceed our customers highest expectations. We offer a safe, respectful and rewarding workplace for our employees as we continue to develop a company dedicated to excellence, environmental responsibility, ethical behavior, and increasing shareholder value.
We have a Area Customer Support Manager position open in Houston, TX.
POSITION SUMMARY: With direction from the area leadership, this role defines the customer service strategy for an area and sets forth the operational plans to achieve key goals and objectives. This role also partners with the area sales leadership to realize synergies in efforts to increase gross revenue and minimize defection/customer cancellations..
REPRESENTATIVE RESPONSIBILITIES:
The following responsibilities are general duties that a particular employee in this position may or may not be required to perform. The actual duties required of this position will vary.
Sets performance standards to meet or exceed service goals of the Support Center. Analyzes customer service trends based on complaints, customer satisfactions surveys and other reports and implements changes in training, processes and/or procedures. Works closely with Customer Support Center and division managers to evaluate changes in business processes/procedures and implement changes. Assists staff with their needs, resolves concerns and difficulties. Leads and motivates team to meet company-wide service goals. Resolves customer service issues that have been escalated from Customer Service Supervisors or division managers. Holds quarterly reviews with management and lead improvement projects to ensure business results. Develops plans to implement Customer Support Center strategies. Manages team of Customer Support Supervisors, including responsibility for hiring, training, mentoring, developing, scheduling, directing, managing performance and other related issues. Partners with human resources to manage inquires around personnel matters. Works effectively with customers, vendors, peers and management. Creates and or runs various reports, reviews results with Customer Support Center Manager and recommends improvements based on results. Performs other job-related duties as assigned. Interested candidates should submit resumes and salary requirements by 11.13.09 by clicking "Apply Now". Please reference Job Title and Job #.
Requirements:
EXPERIENCE, EDUCATION, CERTIFICATION:
Required:
A thorough knowledge of general business practices, processes and metrics equivalent to what would be obtained through the completion of a Bachelors Degree in business administration or a closely related field. 3 years customer service / supervisory / management experience;
Preferred:
3 years customer contact center experience. Bachelors degree in business or arelated field . Experience with telephony platforms. Experience in business planning. One year experience with Allied Waste procedures, products and services.
KNOWLEDGE AND COMPETENCIES:
The following key competencies represent qualities, traits and behaviors that a successful employee will exhibit. This list is not exhaustive, as
other qualities, traits and behaviors are also desired.
Excellent organization and time management skills. Strong analytical skills, proficiency in reporting and process methodology. Ability to maintain productivity under pressure and to multitask effectively. Demonstrated coaching, leadership, problem solving and interpersonal skills. Strong interpersonal, management, leadership and communication skills. Demonstrated ability to build high performing teams. Ability to interface with different business levels and disciplines. Ability to listen and interpret the needs of customers. Knowledge of general accounting and billing procedures. Coach, develop and assist staff in problem solving resolution process. Ethics Seeks guidance before problems occur and promptly reports concerns or potential violations in accordance with reporting procedures. Computer Skills Strong experience in all Microsoft applications and general software application uses Safety Orientation Follows and promotes Allied Wastes safety rules and procedures. Requires customers and coworkers to follow safety precautions.
The following machines, tools, equipment and/or software are commonly, but not always, associated with the performance of this position. Actual machines, tools, equipment and/or software used will vary.
Office equipment including, but not limited to, telephone, fax, computer and copier. MS Office including Word, Excel, PowerPoint, Visio Company information systems including: GroupWise and AS400 based applications
ENVIRONMENTAL/ATMOSPHERIC WORKING CONDITIONS:
The following environmental/atmospheric working conditions are commonly, but not always, associated with the performance of this position. The actual working conditions will vary.
Office / Customer Support Center environment Some overnight travel may be required
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the company.
