News : Republic Services Makes Organizational Improvements
Phoenix, AZ, USA, Jan. 15, 2016 -- Republic Services, Inc. (NYSE: RSG), a national provider in the recycling and waste services industry, announced changes to its organizational structure and customer engagement model that are designed to better serve its customers. Today's announcement is a natural extension of the many customer-focused programs and initiatives recently launched by the Company. These programs differentiate its service offering, build customer loyalty and increase the quality of revenue for the products and services it offers.
"The organizational improvements we announced today further strengthen our customer focus by investing in resources closer to the customer. This streamlined structure will allow our local teams to be more nimble and effective in serving our customers and differentiating our product offering across the country," said Donald W. Slager, president and chief executive officer.
Republic has realigned its field support functions by combining two organizational layers into one. This includes the elimination of its three Regions, the consolidation of its 20 Areas into 10 and the streamlining of select roles at its Phoenix Headquarters. Republic will reinvest and deploy resources into its Area levels through the creation of 10 Area Offices equipped with an enhanced team of operators and functional support roles. These Area teams will be the resource epicenter for the Company's 165 Business Units that serve its customers across 240 markets each day.
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As part of the improvements, Republic will be consolidating its call center operations. Over the next two years, the Company will consolidate over 100 customer service locations into three Customer Resource Centers. The new facilities and the technology deployed will provide its customer service employees with the tools and capabilities they need to provide better service to customers across a myriad of touch points, including voice, email, text, social channels, and live chat.
Posted by Veronica Silva Cusi, news correspondent
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About Republic Services Inc:
Republic Services, Inc founded in 1996 is the second largest non-hazardous solid waste management company in the United States after Waste Management, Inc since 2008.
Published: Monday, January 18, 2016
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