Senior Operations Excellence Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Address escalated customer service issues with professionalism and courtesy.

• Collaborate with Sales, Operations, Accounting, and other departments to resolve concerns.

• Follow up with divisions and customers to ensure issues are resolved through a closed-loop process.

• Work alongside Operational Excellence Analysts to identify and improve processes.

• Establish process standards that enhance service delivery and overall customer experience.

• Detect potential violations of company policies by employees and notify management.

• Evaluate contact center and site practices to identify opportunities for process enhancements.

• Foster innovation and continuous improvement within Operational Excellence and related fields.

• Execute additional job-related tasks as assigned or deemed necessary.

⛳️ Requirements

• Experience in the waste or recycling service industry.

• High school diploma or GED required.

• At least 3 years of experience in a high-volume contact center or customer service setting.

• Minimum of 6 months of experience as a CRR at a Republic Services Customer Resource Center.

• CRR experience should include a performance review rating of meets expectations and/or fulfilling all performance metric goals.

• Strong understanding of call center terminology.

• Proficient in MS SharePoint, MS Excel, and MS Word.

• Customer service experience within the waste industry is preferred.

• Familiarity with Salesforce.

• Experience with capture processes.

• Knowledge of knowledge management tools is essential.

🏝️ Benefits

• Comprehensive medical benefits coverage.

• Dental plans available.

• Vision coverage included.

• Health care and dependent care spending accounts offered.

• Short- and long-term disability insurance.

• Life insurance provided.

• Accidental death & dismemberment insurance.

• Employee and Family Assistance Program (EAP) available.

• Employee discount programs.

• 401(k) plan with a generous company match.

• Employee Stock Purchase Plan (ESPP) offered.

• Paid Time Off (PTO) provided.

• Opportunities for personal and professional growth within your role.

• Investment in new tools and technology to ensure safe and effective work.