Market Area Manager, Customer Experience

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    "requisitionDescription": "<div><p data-pasted=\"true\"><strong>Coastal Waste &amp; Recycling is seeking a Customer Service Manager to join our team in Boca Raton!&nbsp;</strong></p><p><strong>About Us:&nbsp;</strong></p><p>Coastal Waste &amp; Recycling is a growing privately owned, locally operated solid waste disposal and recycling company headquartered out of Boca Raton, Florida serving communities across Florida, Georgia, and South Carolina (and more to come)!</p><p>At Coastal Waste &amp; Recycling, our company culture is based on integrity. We do the right things for our employees, customers, community, and environment. Because we are focused on doing the right things, accountability, safety, environmental stewardship, and customer service are organic to our culture.</p><p><strong>What&rsquo;s In It For You:&nbsp;</strong></p><ul type=\"disc\"><li>Highly Competitive Pay</li><li>Comprehensive&nbsp;Health Benefits Package</li><li>401(k) Plan with Company Matching Program</li><li>Various Employee-Centric Perks and Initiatives</li><li>Opportunities&nbsp;for&nbsp;Professional&nbsp;Development&nbsp;and&nbsp;Growth</li></ul><p><strong>Your Role:&nbsp;</strong></p><p>The Customer Experience Manager leads the customer experience strategy for the entire market area. This role is responsible for ensuring seamless, high-quality interactions at every customer touchpoint while fostering loyalty and satisfaction. The Manager will leverage data insights, drive cross-functional collaboration, and implement innovative service solutions that align with business goals and fostering a culture of continuous improvement.</p><ul><li>Lead, coach, and support Customer Experience team members across the market area.</li><li>Ensure Customer Experience is in line with the company&rsquo;s core values of <strong>Safety, Integrity, and Customer Service.</strong></li><li>Manage, train, and support Customer Experience team members.</li><li>Identify and solve for operational gaps at the local level.</li><li>Answer and resolve escalated incoming communications from internal and external customers.</li><li>Redirect inbound queues to ensure customer wait times are minimally impacted across all omnichannel communications.</li><li>Contribute to business growth by identifying areas of improvement and refining customer experience or operational processes.</li><li>Review information received to make recommendations that support business goals and objectives.</li><li>Ensure everyday concerns are resolved in a timely manner.</li><li>Conduct and analyze root cause investigations.</li><li>Lead team meetings and deliver presentations to direct supervisors.</li><li>Exercises discretion and independent judgment in interpreting and applying company Customer Experience policies.</li><li>Develops and provides recommendations on Customer Experience processes that impact management decisions customer relationships, and operating practice</li></ul><p><strong>What We&rsquo;re Looking For:&nbsp;</strong></p><ul><li>Bachelor&rsquo;s Degree or equivalent experience, with a minimum of 3 years of supervisory experience in a call center setting&nbsp;</li><li>Minimum of 3-5 years of Customer Service experience</li><li>Technical knowledge of Microsoft Excel and Microsoft Office</li><li>Proficient in TRUX software or similar operating system including a CRM</li></ul></div>\n",
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