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Company Overview

REPUBLIC SERVICES AND ALLIED WASTE COMPLETE MERGER TO FORM LEADING ENVIRONMENTAL SERVICES COMPANY


About Us

Republic Services, Inc. and Allied Waste Industries, Inc. announced Friday, December 5, 2008, that they have completed their historic merger to create one of the nation's leading waste and environmental services providers. The combined company, which will be based in Phoenix, will be named Republic Services, Inc. and will trade under the ticker symbol "RSG" on The New York Stock Exchange. As of the close of the market on December 5, 2008, Allied Waste stock was delisted and will no longer trade on NYSE. The combined company will have more than 35,000 employees serving more than 13 million customers in 40 states and Puerto Rico.

Mission Statement

Our mission is to provide industry-leading solid waste and environmental services that exceed our customers' highest expectations. We offer a safe, respectful and rewarding workplace for our employees as we continue to develop a company dedicated to excellence, environmental responsibility, ethical behavior, and increasing shareholder value.

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Job Overview
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Job Description

This role serves as the central contact for customer service training needs to facilitate the effectiveness of the Customer Contact Center. This includes but is not limited to the facilitation of new hire and on-going training within a Customer Contact Center(s), assisting with the identification and assessment of training needs, and reporting progress of training activities to key stakeholders as appropriate.

 

PRINCIPAL RESPONSIBILITIES:

The following responsibilities are general duties that a particular employee in this position may or may not be required to perform.  The actual duties required of this position will vary.

 

·          Works with the Performance and Learning Department, Customer Service Team, the Customer Contact Centers to develop, prepare, and facilitate training material.

·          Incorporates training best practices from the company and from other proven service industries.

·          Trains employees by means of classroom instruction, on-the-job (OJT) training, computer based training (CBT), eLearning, and one-on-one coaching sessions to support an environment of positive change.

·          Makes use of data from ongoing business processes to monitor the business outcomes of training activities.

·          Incorporates standardized tools and templates that support the transfer of divisional information (Knowledge Management Tool (KMT.2)) into training.

·          Prepares and submits training reports to maintain open communications with the CE Team. This includes but is not limited to the provision of status reports to stakeholders where interdependencies exist.

·          Utilizes standard or agreed upon tool(s) to document, track and communicate training concerns to the Performance and Learning Department.

·          Ensures that all training related materials are maintained, available and up-to-date.

·          Partners with managers to proactively identify training needs.

·          Assists with the development and maintenance of programs to maximize state and government training incentive grants. This may include participating or assisting with tracking regulatory training information required by granting agency(s).

·          Performs other job-related duties as assigned or apparent.

 


Job Requirements

Required:

·          High School Diploma/GED and 6-8 years of experience in a customer service or call center environment that includes 2-5 years of progressively responsible training related duties. This includes experience leading and managing a training classroom environment.

·          Proven experience with training design and development

·          Experience maintaining and updating training manuals, packets, modules, reference materials and job aids

·          Demonstrated experience in delivering on very aggressive timelines and handle multiple tasks

·          Excellent PC skills in MS Office products

·          Excellent working knowledge of Microsoft Project

·          Experience working in a team-oriented, collaborative environment

·          Ability to travel up to 25% to support the project and needs of the business

 

Preferred:

 

·          Bilingual language (Spanish speaking and writing) skills are strongly preferred

·          The ability to communicate through multi-media technologies is strongly preferred. This includes but is not limited to email and web based communications.

·          BA/BS degree in related discipline and 4-6 years of experience in a customer service or call center environment that includes training related duties OR a two-year Associate’s degree and 5-7 years of experience in a customer service or call center environment that includes 2-5 years of training related duties.

·          Process certification

·          Facilitation, coaching, and/or training, design and development credentials

 

OTHER KNOWLEDGE, SKILLS, ABILITIES:

 

·          Must be a team player and have the ability to get along with different personalities

·          A detail orientation with strong organizational and time management skills

·          The ability to provide trainee transition support to a live environment

·          Solid communication (verbal/oral) and interpersonal skills

·          Must have good negotiation skills to provide training on activities that require negotiation e.g., price rate increases.

·          Demonstrated ability to work independently with little supervision and manage multiple tasks concurrently

·          Excellent verbal and written communication skills with commitment to developing detailed and high quality documentation.

·          Ability to work in highly matrix oriented environments

·          Problem solving capabilities. This includes the ability to customize training to adapt to market or customer changes.

·          Proficient in Microsoft Office with a thorough understanding and ability with Project and Excel

·          Technology savvy, including knowledge of telephony and customer contact systems

·          Ability to develop a detailed understanding of organizational contact center interfaces and how these represent the business

 

Republic Services is a dynamic company that offers a competitive salary and benefits package including major medical coverage, supplemental insurance programs, retirement benefits, and paid vacation and holidays.

Republic Services promotes a drug-free and alcohol-free workplace and conducts pre-employment drug testing.

EOE M/F/D/V

 

 

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