POSITION SUMMARY:  The Sales Support Manager is responsible for providing direct support and leadership to a Sales Support Team located across the organization.  This role partners with the Sr. Manager, CE Field Management as well as other stakeholders within the field sales operation and the Customer Experience organization.PRINCIPLE RESPONSIBILITIES: <ul><li>Manages Sales Support processes and procedures to drive operational excellence for all touch points in the customer experience, including handling customer inquiries (internal and external) and problem resolution.</li><li>Defines expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels.</li><li>Provides leadership and develops team of Sales Support Specialists by providing development plans, one-on-one coaching and other forms of engagement to drive continuous improvement focusing on quality and efficiencies as it relates to administrative support </li><li>Ensures staff has the knowledge and tools to successfully perform their jobs, supplying up-to-date departmental procedures and resource materials, as well as training and mentoring.</li><li>Plans, coordinates and conducts meetings and presentations to discuss operational procedures, reports and interpret information for all levels of the organization.</li><li>Monitors team performance utilizing identified metrics to ensure the timeliness, quality, and accuracy of work performed.</li><li>Resolves internal and external escalations, taking care to address the root cause of issues.</li><li>Leads and motivates the team to meet their goals.</li><li>Meets periodically with direct reports to review performance, identify any issues and set expectations of goals.</li><li>Prioritizes and delegates workload when appropriate.</li><li>Performs all staffing related activities including recruiting, hiring, on-boarding, goal setting, monitoring, measuring and coaching performance.</li><li>Identifies compliance and quality improvements and initiates corrective actions as necessary.</li><li>Shares best practices and collaborates with other departments in order to build relationships and a high performing team.</li><li>Proactively identifies, develops, and implements process improvements.</li><li>Demonstrates a thorough understanding of the systems employed by the Company.</li><li>Recognizes out of scope activities, as well as the impact of issues, delays and changes, and communicates with involved parties and/or management.</li><li>Partners with leadership in the organization and peers on projects related to processes and inter-department initiatives.</li><li>Performs other job-related duties as assigned or apparent.</li></ul>QUALIFICATIONS: <ul><li>Experience with Republic Services systems and processes such as InfoPro, Outlook, Capture, Salesforce, FIS (Biller Console), Doc Locator.</li><li>Experience in a fast paced, high volume work environment.</li><li>Experience managing staff in a remote work environment.</li></ul>MINIMUM QUALIFICATIONS: <ul><li>High school diploma or GED</li><li>Previous experience in a sales or sales support role.</li><li>Minimum of 2 years of experience in a supervisory or lead role. </li></ul>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.This Sales Support Manager role is responsible for leading the Construction Desk and Manufacturing Desks, within the Customer Experience organization. These two desks provide critical administrative and customer service support for two of Republic Services’ largest customer verticals. These desks directly serve our large Construction and Manufacturing customers and liaise with our field Construction Account Managers (“CAMs”) and Manufacturing &amp; Environmental Services Executives (“MESEs”) that own the customer accounts.<ul><li>Directly supervise three Supervisors, and indirectly lead two Team Leads and 50+ agents (Construction Solutions Consultants &amp; Specialists, Manufacturing &amp; Environmental Services Specialists)</li><li>Maintain and strengthen a culture of continuous leadership and skill development of our Supervisors and Team Leads</li><li>Model and lead a human-centered culture for all employees, that supports employee experience through peer leadership, development, and a shared purpose of Customer Zeal</li><li>Maintain the highest level of customer service standards and performance, as evidenced through departmental KPIs, including but not limited to Business Center Accuracy, Quality %, Division Errors, and more</li><li>Ensures that the team operates using standardized resources and tools – including SOPs, policies, verified pricing sources, and other approved team reference materials</li><li>Maintain a data-driven pulse on the business, through analyzing and leveraging data to inform priorities and drive results. This includes monitoring and driving agent productivity, while also understanding our Field partners’ business priorities and performance and how we play a role in overall business goals. This role will engage in monthly financial and KPI report-outs with senior Customer Experience leadership.</li><li>Foster productive and trusting relationships with our Field Partners, including Business Units, Area, and HQ leaders at all levels in Field Sales, Manufacturing, Sales Effectiveness, Revenue Management, and more. This role is expected to maintain strong relationships and communication with these stakeholders, including routine information-sharing such as monthly report-out emails, 1:1 collaboration and ad hoc problem solving, and presentations to large and small audiences (including CAM Town Halls and Area-based presentations).</li></ul>This is a hybrid role reporting to the Corporate HQ office in Phoenix, AZ. Direct reports are remote employees. Rewarding Compensation and BenefitsEligible 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 &amp; dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • Retirement plan with a generous company match. • Employee Stock Purchase Plan (ESPP).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.ABOUT THE COMPANYRepublic 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:<ul><li>Safe: We protect the livelihoods of our colleagues and communities.</li><li>Committed to Serve: We go above and beyond to exceed our customers’ expectations.</li><li>Environmentally Responsible: We take action to improve our environment.</li><li>Driven: We deliver results in the right way.</li><li>Human-Centered: We respect the dignity and unique potential of every person.</li></ul>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.   STRATEGYRepublic 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 WasteWe 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 SolutionsOur 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 INNOVATIONRepublic’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<ul><li>Barron’s 100 Most Sustainable Companies</li><li>CDP Discloser</li><li>Dow Jones Sustainability Indices</li><li>Ethisphere’s World’s Most Ethical Companies</li><li>Fortune World’s Most Admired Companies</li><li>Great Place to Work</li><li>Sustainability Yearbook S&amp;P Global</li></ul>

At Republic Services, we're guided by five essential core values to be Respectful, Responsible, Reliable, Resourceful, and Relentless in all we do, every day. Our highly passionate, professional team is reminded of these principles every time they see the five R's joined together to form the Republic Services Star. It's what makes us who we are, reminding us to keep our customers at the heart of it all.Republic Services, Inc. was incorporated in 1996 with a can do

Customer Experience Sales Support Manager (Phoenix, AZ)

POSITION SUMMARY:&nbsp; The Sales Support Manager is responsible for providing direct support and leadership to a Sales Support Team located across the organization.&nbsp; This role partners with the Sr. Manager, CE Field Management as well as other stakeholders within the field sales operation and the Customer Experience organization.PRINCIPLE RESPONSIBILITIES:&nbsp;<ul><li>Manages Sales Support processes and procedures to drive operational excellence for all touch points in the customer experience, including handling customer inquiries (internal and external) and problem resolution.</li><li>Defines expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels.</li><li>Provides leadership and develops team of Sales Support Specialists by providing development plans, one-on-one coaching and other forms of engagement to drive continuous improvement focusing on quality and efficiencies as it relates to administrative support&nbsp;</li><li>Ensures staff has the knowledge and tools to successfully perform their jobs, supplying up-to-date departmental procedures and resource materials, as well as training and mentoring.</li><li>Plans, coordinates and conducts meetings and presentations to discuss operational procedures, reports and interpret information for all levels of the organization.</li><li>Monitors team performance utilizing identified metrics to ensure the timeliness, quality, and accuracy of work performed.</li><li>Resolves internal and external escalations, taking care to address the root cause of issues.</li><li>Leads and motivates the team to meet their goals.</li><li>Meets periodically with direct reports to review performance, identify any issues and set expectations of goals.</li><li>Prioritizes and delegates workload when appropriate.</li><li>Performs all staffing related activities including recruiting, hiring, on-boarding, goal setting, monitoring, measuring and coaching performance.</li><li>Identifies compliance and quality improvements and initiates corrective actions as necessary.</li><li>Shares best practices and collaborates with other departments in order to build relationships and a high performing team.</li><li>Proactively identifies, develops, and implements process improvements.</li><li>Demonstrates a thorough understanding of the systems employed by the Company.</li><li>Recognizes out of scope activities, as well as the impact of issues, delays and changes, and communicates with involved parties and/or management.</li><li>Partners with leadership in the organization and peers on projects related to processes and inter-department initiatives.</li><li>Performs other job-related duties as assigned or apparent.</li></ul>QUALIFICATIONS:&nbsp;<ul><li>Experience with Republic Services systems and processes such as InfoPro, Outlook, Capture, Salesforce, FIS (Biller Console), Doc Locator.</li><li>Experience in a fast paced, high volume work environment.</li><li>Experience managing staff in a remote work environment.</li></ul>MINIMUM QUALIFICATIONS:&nbsp;<ul><li>High school diploma or GED</li><li>Previous experience in a sales or sales support role.</li><li>Minimum of 2 years of experience in a supervisory or lead role.&nbsp;</li></ul>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.&nbsp; Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.This Sales Support Manager role is responsible for leading the Construction Desk and Manufacturing Desks, within the Customer Experience organization. These two desks provide critical administrative and customer service support for two of Republic Services’ largest customer verticals. These desks directly serve our large Construction and Manufacturing customers and liaise with our field Construction Account Managers (“CAMs”) and Manufacturing &amp; Environmental Services Executives (“MESEs”) that own the customer accounts.<ul><li>Directly supervise three Supervisors, and indirectly lead two Team Leads and 50+ agents (Construction Solutions Consultants &amp; Specialists, Manufacturing &amp; Environmental Services Specialists)</li><li>Maintain and strengthen a culture of continuous leadership and skill development of our Supervisors and Team Leads</li><li>Model and lead a human-centered culture for all employees, that supports employee experience through peer leadership, development, and a shared purpose of Customer Zeal</li><li>Maintain the highest level of customer service standards and performance, as evidenced through departmental KPIs, including but not limited to Business Center Accuracy, Quality %, Division Errors, and more</li><li>Ensures that the team operates using standardized resources and tools – including SOPs, policies, verified pricing sources, and other approved team reference materials</li><li>Maintain a data-driven pulse on the business, through analyzing and leveraging data to inform priorities and drive results. This includes monitoring and driving agent productivity, while also understanding our Field partners’ business priorities and performance and how we play a role in overall business goals. This role will engage in monthly financial and KPI report-outs with senior Customer Experience leadership.</li><li>Foster productive and trusting relationships with our Field Partners, including Business Units, Area, and HQ leaders at all levels in Field Sales, Manufacturing, Sales Effectiveness, Revenue Management, and more. This role is expected to maintain strong relationships and communication with these stakeholders, including routine information-sharing such as monthly report-out emails, 1:1 collaboration and ad hoc problem solving, and presentations to large and small audiences (including CAM Town Halls and Area-based presentations).</li></ul>This is a hybrid role reporting to the Corporate HQ office in Phoenix, AZ. Direct reports are remote employees. Rewarding Compensation and BenefitsEligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts.&nbsp; • Short- and long-term disability. • Life insurance and accidental death &amp; dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • Retirement plan with a generous company match. • Employee Stock Purchase Plan (ESPP).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.&nbsp; 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.ABOUT THE COMPANYRepublic 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.&nbsp;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:<ul><li>Safe: We protect the livelihoods of our colleagues and communities.</li><li>Committed to Serve: We go above and beyond to exceed our customers’ expectations.</li><li>Environmentally Responsible:&nbsp;We take action to improve our environment.</li><li>Driven: We deliver results in the right way.</li><li>Human-Centered:&nbsp;We respect the dignity and unique potential of every person.</li></ul>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. &nbsp;&nbsp;STRATEGYRepublic 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. &nbsp;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 WasteWe 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 SolutionsOur 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.&nbsp; SUSTAINABILITY INNOVATIONRepublic’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<ul><li>Barron’s 100 Most Sustainable Companies</li><li>CDP Discloser</li><li>Dow Jones Sustainability Indices</li><li>Ethisphere’s World’s Most Ethical Companies</li><li>Fortune World’s Most Admired Companies</li><li>Great Place to Work</li><li>Sustainability Yearbook S&amp;P Global</li></ul>

Customer Experience Sales Support Manager (Phoenix, AZ)

About the Job

About the Company

Republic Services

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