at Stericycle, Inc. in ChicagoChicago, Illinois, United States
Job Description
Position Purpose:
Assist the Customer Service Supervisory and Management team in the following capacities: Manage and oversee call center phone report systems, managing daily call volume to meet department standards and customer satisfaction measurement tools; work with customer service representatives in a coaching and mentoring capacity; contributes to the success of the call center by assisting in managing performance; and establish and maintain strong working relationships of support units to optimize customer satisfaction. This position also supports the Supervisor in his/her role when they are unavailable or absent.
Key Job Activities:
• Provides real-time support and monitoring of the performance of the team in answering and handling customer inquiries in a timely manner, meeting all SLA’s received through the automated ACD system, mail or email, as well as provide assistance in this function
• Assists in the follow up and complete care of all pending requests on SFDC, assuring appropriate follow up and timeliness of service for all customer requests. Routinely queries SFDC to assist in timely responses to pending Customer Service inquiries
• Assist CSRs and handles customer inquiries as outlined by the Customer Service Manager. Uses sound judgment and initiative to satisfy internal and external customer requirements
• Provides feedback to management on ways to increase efficiencies and effectiveness of servicing customers’ needs. Make recommendation for process and procedure improvement to appropriate management. Assists in training. Makes suggestions for improved training tools and processes to the Trainer and Management Team
• Contributes to the productivity of the call queue when required
• Positions Stericycle products and services when speaking with customers
• Provide feedback and guidance for improvement to the Management Team
• Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Monitor the quality of back office paperwork. Work with customer service representatives in a coaching and mentoring capacity on process or job-related requests. Provides performance feedback to Supervisors, as needed, to support coaching efforts
• Perform other duties and responsibilities, as assigned
Education:
Preferred Education: in Associates or Equivalent
Experience (North America):
• Education equivalent to Associates Degree in Business, or the equivalent in related work experience demonstrating a good knowledge of regulatory compliance issues within each state
• Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements
• Demonstrates a high-level knowledge of Stericycle business systems including: Windows Suites, Microsoft Word & Excel, and Outlook, Steriworks, Manifest Archive, MyStericyce.com, Roadnet and SFDC. Must be able to type a minimum of 40 w.p.m.
It is the policy of Stericycle, as an equal opportunity/affirmative action employer, to hire the best qualified people available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status.
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