Customer Service Manager

Crc Manager

The CRC Manager provides direct support and leadership to the customer service team(s) to ensure the timely and effective application of Republic Services' Customer First processes and procedures in a Customer Resource Center (CRC). PRINCIPAL RESPONSIBILITIES :

• Performs all responsibilities related to the management of the CRC staff including, but not limited to, managing, training, hiring, mentoring, developing, scheduling and directing.
• Manages CRC processes and procedures to drive operational excellence for all touch points in the customer experience, including handling customer inquiries and problem resolution, securing price increases, selling new accounts and retaining existing accounts for all lines of business.
• Defines expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels.
• Leads and motivates the team to meet their service goals.
• Meets periodically with direct reports to review performance, identify any issues and set expectations of goals.
• Drives performance results by managing process improvements, team quality and productivity standards and metrics.
• Monitors, evaluates and analyzes metrics relating to productivity and profitability to ensure operating requirements and Corporate objectives are met, including quality assurance evaluations, metrics reports and dashboards for the CRC and each team.
• Directs actions necessary to achieve service level and performance goals.
• Forecasts demands utilizing historical information and current industry trends to anticipate internal and external customer requirements and provide guidelines to ensure continuous improvements.
• Plans for, manages and maintains budgetary impacts to ensure the team is effectively positioned to meet customer demands and organizational standards, including capital management, budget planning, P & L accountability, systems / applications integration and telephony technology.
• Builds strong relationships and provides customer service expertise to support functional counterparts.
• Works closely with Division, Area, or Corporate personnel to evaluate changes in business processes / procedures and implement appropriate action plans.
• Plans, coordinates and conducts meetings and presentations to discuss operational procedures, reports and interpret information for all levels of the organization.
• Participates actively in ongoing training to the team as needed.
• Maintains and delivers accurate, timely and effective reporting and analysis of customer service metrics and activities.
• Oversees maintenance and timely updates of information for the CRC's knowledge management tool to ensure accuracy of information.
• Partners with operations and sales teams after identifying specific customer service issues / trends; implements appropriate action plans to address.
• Performs other job-related duties as assigned or apparent.

QUALIFICATIONS :

MINIMUM REQUIREMENTS :

Pay Range : $99,920.00 - $149,880.00 Bonus Plan Details (if applicable) : Bonus - Annual Incentive ("MIP") Target, 10% Annual

Rewarding Compensation and Benefits Eligible employees can elect to participate in :

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

Republic Services, Inc. (NYSE : RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2023, Republic's total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.

Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.

Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.

Our company values guide our daily actions :

We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.

Republic Services' strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers' multiple waste streams through a North American footprint of vertically integrated assets.

We focus on three areas of growth to meet the increasing needs of our customers : recycling and waste, environmental solutions and sustainability innovation.

With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.

Recycling and Waste

We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers' specific needs.

Environmental Solutions

Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.

Sustainability Innovation

Republic's recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.

The Republic Services Polymer Center is the nation's first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.

We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.

RECENT RECOGNITION