Position Summary

The Customer Care Manager will plan, manage, and execute strategies to ensure service excellence for customers of Metro Waste Authority by working closely with staff across the organization to ensure projects, facilities, and programs are implemented with the customer in mind. This position will oversee the customer care staff ensuring organizational values and service standards across the organization are being met while exhibiting exemplary customer relations.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Develops an in-depth understanding of all MWA programs and services to train and support Customer Care Lead & Specialists answering phones and interacting with customers on site.
• Identifies training opportunities, develops standard operating procedures, and trains customer-facing employees within the customer care team and throughout the agency.
• Research and resolve escalated or complex customer service inquiries and complaints as they are escalated from staff, communicating with appropriate partners for resolution.
• Evaluates, coaches, and develops the Customer Care Lead and Customer Care Specialists and prioritizes work based on department and organizational priorities.
• Sets staffing strategy pertaining to hiring, onboarding, training, cross-training, and performance evaluations.
• Facilitates a positive customer experience at all MWA facilities, identifying areas of improvement, and overseeing associated projects.
• Prepares policies and procedures for customer care and collaborates with other departments for successful implementation.
• Analyzes data and key performance indicators to proactively anticipate opportunities and respond in a timely manner to recommend and implement solutions.
• Oversee customer interactions to ensure consistent, positive implementation of agency values to establish rapport with residents, cities, and vendor partners.
• Develop strategy for agency’s use of a Customer Relationship Management (CRM) software to document interactions, create a positive customer experience, and grow service lines.
• Coordinates the technology essential to a customer service department to ensure efficient systems and a positive customer experience. Collaborate with internal departments and external vendors to integrate new systems, upgrades, and troubleshoots as needed.
• Maintains a detailed understanding of service line contracts to escalate occurrences and identify trends that fall outside the terms and conditions of service.
• Establishes a regular presence in the field and on phones, providing customer care, along side the Customer Care Lead and Specialists.

Environmental Stewardship – Demonstrates an understanding of Metro Waste Authority’s Environmental Management System (EMS). Guided by the EMS processes and procedures, we focus on six main areas aimed at increasing diversion and/or protecting the environment. These include:

• Recycling
• Household Hazardous Waste Collection
• Organics Management
• Water Quality Improvement
• Greenhouse Gas Reduction
• Environmental Education

MWA Values - Demonstrates an understanding of Metro Waste Authority’s values and applies them to the position, and assigned responsibilities, as well as to all interactions with customers and co-workers.

• Leadership – Set the example because everyone is a leader!
• Integrity – Always do what is right!
• Positivity – Bring our best to every task, every day and bring out the best in your colleagues!
• Teamwork – Collaborate because we know that together we will address opportunities and challenges!
• Innovation – Forge a new path and evolve!

Competencies

• Acquiring Information - Consults with others on problems and activities; collects information from a range of sources to assist and guide job activities; asks effective questions to obtain information to help him/her perform their job.
• Demonstrating Initiative – Acts on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.
• Inspiring and Motivating Others - Emphasizes the importance of people's contributions; lets people know why their work is important and how it will benefit themselves and others; ties work activities to people's personal career goals and life interests.
• Managing Performance - Clearly defines and communicates roles and responsibilities; holds people accountable for accomplishing objectives; recognizes and rewards people who achieve results and deliver on performance expectations; provides effective feedback on performance.
• Prioritizing and Organizing Work - Allocates time and attention based on what is the most important to achieve key goals and objectives; approaches work in an organized and systematic manner; effectively manages tasks, information, and requests.
• Resolving Conflict - Builds consensus across individuals with different viewpoints; helps people find common goals and interests; finds mutually agreeable solutions to problems; addresses conflicts so they do not escalate into more major problems.
• Showing Caring and Understanding - Shows empathy toward challenges, concerns and problems faced by others; takes a tolerant and patient approach with people who are struggling with difficult challenges; helps to put people at ease and make them feel more comfortable.

Travel

• This position requires frequent travel in and around the Des Moines metro area to support all Metro Waste Authority facilities.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor’s Degree
• Six (6) years of related experience including at least two (2) years in a managerial role.
• Manage dynamic team and needs of Customer Care Specialists across multiple locations.
• Competencies in Microsoft Office (including Word, Excel, and PowerPoint) and database management.
• Advising supervisor of significant problems encountered in day-to-day operations.
• Valid driver’s license

Preferred Education & Experience

Experience with customer relationship management systems.

Physical Demands

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.