Op Excellence Sr Advisor

SUMMARY:   With general direction from the CRC Operational Excellence Supervisor, the Operational Excellence Senior Advisor utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective delivery and/or resolution of escalated customer requests. PRINCIPLE RESPONSIBILITIES:   Responds in a professional and courteous manner to escalated customer service concerns in order to reach an expedient solution and meet the customer’s needs and expectations. This may entail coordinating with, and working through other departments including Sales, Operations and Accounting to resolve issues. Ensures a closed loop process by following up with the division and/or customer to ensure resolution as appropriate.   Collaborates with the Operational Excellence Analysts to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Immediately acts upon potential employee company policy violations by identifying the issue and notifying management. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all contact center and sites. Helps drive innovation and continuous improvement in Operational Excellence and related areas.  Performs other job-related duties as assigned or apparent.

Waste or recycling service industry experience MINIMUM QUALIFICATIONS:   High school diploma or GED Minimum of 3 years of experience in a high volume contact center or customer service environment. Minimum of 6 months experience as a CRR at a Republic Services Customer Resource Center with a rating of meets expectations performance review and/or meeting all performance metric goals. Solid understanding of call center terminology. Proficient in MS SharePoint, MS Excel and MS Word applications. Seeking candidates with customer service experience within the waste industry, Salesforce and Capture experience, and knowledge management tools. Pay Range: The pay range for this position is $20.35 to $28.00* which reflects the minimum wage in multiple jurisdictions. The actual range will depend on the locality in which you are hired. Bonus Plan Details (if applicable): Rewarding Compensation and Benefits Eligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts.  • Short- and long-term disability. • Life insurance and accidental death & dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • 401(k) plan with a generous company match. • Employee Stock Purchase Plan (ESPP). • Paid Time Off (PTO) • Benefits https://jobs.republicservices.com/us/en/about-us/benefits The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. EEO STATEMENT: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. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers