Customer Service Supervisor

Rumpke Careers•Cincinnati, OH

About The Position

The Customer Service Supervisor provides daily hands-on leadership and direct support to the customer service team, supervising its day-to-day operations. The role develops, implements, and maintains processes and programs to improve customer service and satisfaction. The supervisor serves as a liaison for customers, provides service information, answers questions, and resolves problems accurately and efficiently while collaborating with internal teams to improve the customer experience and build brand loyalty. The role drives service standards, ensures efficient responses to inquiries, assists with escalated callers, and maintains high customer satisfaction. This position manages 11–20 employees and does not oversee or direct other managers. Work may require travel between offices, flexible hours, nights, weekends, overtime, holidays, and availability for 24-hour emergency calls. Rumpke is a family-owned waste and recycling company providing services to residents, businesses, and communities.

Requirements

At least 2 years of previous supervisory experience.
Ability to motivate staff and address performance issues to meet standards; proven leadership skills.
Strong interpersonal skills, emotional intelligence, judgment, problem-solving, and decision-making skills in personnel management.
Strong organizational and detail-oriented skills, with the ability to multitask.
Ability to communicate professionally with internal and external contacts.
Maintain a professional appearance and demeanor.
Effective work habits and the ability to work independently and as part of a team while meeting or exceeding call center standards.
Advanced computer proficiency in Windows and Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Ability to travel between offices as required.
Ability to work flexible hours, including nights, weekends, overtime, and holidays as needed, and be available for 24-hour emergency calls.
Legally eligible to work in the United States.
Valid driver’s license, if applicable.
Successfully complete pre-employment testing.
Ability to read and speak English.
Ability to perform the stated physical activities, including occasional lifting, carrying, pushing, or pulling up to 10 pounds; rare lifting, carrying, pushing, or pulling up to 35 pounds; occasional stooping, kneeling, crouching, or crawling; rare climbing or balancing; continuous sitting; and frequent standing or walking.

Nice To Haves

At least 3 years of call center or customer service experience.
Knowledge of call center software, speech analytic software, and workforce management software.
Waste industry experience.
English/Spanish bilingual ability.

Responsibilities

Provide day-to-day supervision and technical assistance to customer service staff; investigate and research escalated inquiries and support programs that improve team performance.
Support customer service tasks, including commercial and residential data entry; phone support and backup across incoming call queues; email and social media support; researching customer issues; processing account adjustments; completing Recycling Rebates and Route Auditor findings; updating database worksheets; and reviewing and closing residential and commercial work orders.
Complete the monthly Cognos audit report, data entry, billing, and auditing for designated accounts, including homeowner associations, apartment complexes, and mobile home parks, as well as residential and commercial order entry audits.
Balance multiple projects and recommend systemic improvements.
Set and communicate expectations, administer accountability standards, process evaluations, coach and lead employees, and coordinate staffing through real-time schedule adjustments.
Oversee training and development programs to meet department goals; assist with hiring, employee compliance, terminations, discipline, and personnel counseling.
Promote a positive, professional, respectful work atmosphere in interactions with customers, clients, coworkers, and management.
Monitor and evaluate call queues and score and evaluate customer service representatives’ performance.
Keep information confidential and comply with company data integrity and security policies.
Perform other duties as assigned.
Work safely in compliance with applicable local, state, and federal regulations and company policies.