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Job Details

Customer Experience Field Manager - Virtual
  • Job ID #: 37368
  • Position Type: Full-Time
  • Education Required: Bachelors Degree
  • Experience Required: 5 - 7 Years
  • Location: CA-ON-Oakville
  • Functional Area: Customer Experience
  • Relocation Provided: No

Position Description:

Are you looking to join a team that rewards and promotes top performers?  Would you enjoy working for a reputable, environmentally- conscious company?  If so, join Stericycle, where team members can grow/develop their skills and are encouraged to be innovative.  Understanding that our full-time team members work hard, you will be rewarded with competitive pay, paid time off and paid holidays, great work-life balance, medical, dental and vision coverage, company-paid life insurance, short-term and long-term disability,  and much more! At Stericycle, our company culture is built on a foundation of respect, diversity, commitment, and partnership.  Be our newest team member!

Responsibilities:
Manages the timely departmental workflow and productivity as well as enhance Customer Support staff experience and knowledge. Develop tactical proposals for the department to support company initiatives. Manage and oversee the call-tracking system. Develop and maintain customer satisfaction measurement tools and knowledgebase program.

•Oversee work allocation to team members via supervisors. Create surveys and analyze results to assess internal customer satisfaction levels and opportunities for improvement.
•Develop Customer Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
•Maintain familiarity with regulatory regulations within each state, train supervisors, and Customer Service Representatives on these critical items of compliance.
•Develop and implement procedures and training tools for Customer Support associates on troubleshooting, customer service skills and handling severity issues. Responsible for quality monitoring of Customer Service Representatives, setting metrics and departmental standards.
•Interact with sales and operations organizations to assure we are meeting customer needs.
•Interact with customers when issues are escalated by Customer Service Representatives and/or Customer Service Supervisors.
•Work with sales and transportation management to resolve customer issues and increase service efficiencies.
•Perform necessary record-keeping activities.
•Demonstrates sound judgment and initiative to satisfy customer requirements.
•Performs other related duties as required or requested.

Position Requirements:
•Bachelor’s degree in Business, Marketing, Environmental Safety and Health preferred OR related work experience, particularly a regulated industry.
•Six or more years of experience managing an inbound inquiry-based customer service team (people, process, and technology) to deliver high-quality experience efficiently as well as managing sales support activities preferably in the health care industry.
•Proven performance in rapidly growing company with national presence.
•Competent in process improvement methodology and tools.
•Experience using CRM tools in business-to-business environment to support customer service activities. Appropriate technical acumen in telephony and legacy-based systems. Proficiency in software including Word, Excel, PowerPoint and Visio.