Customer Service Supervisor
About The Position
Royal Waste Services, a Waste Connections Company, is seeking a Customer Service Supervisor to lead their Queens customer service team. This role is essential to ensuring operational excellence, supporting drivers, and delivering exceptional service to the community. The Customer Service Supervisor oversees the daily operations of the customer service department, ensuring high-quality service delivery, accurate order processing, and effective communication between customers, drivers, and operations. This leader will coach and develop CSR staff, monitor performance metrics, and support continuous improvement across the department.
Requirements
- 3+ years of customer service experience, including 1+ year in a lead or supervisory role
- Experience in a high-volume call center or service-driven environment
- Strong proficiency in Microsoft Word, Excel, and Outlook
- Excellent verbal and written communication skills
- Ability to coach, motivate, and develop team members
- Strong problem-solving and conflict-resolution skills
Nice To Haves
- Bilingual (English/Spanish) preferred
Responsibilities
- Supervise, train, and mentor Customer Service Representatives.
- Conduct performance evaluations, coaching sessions, and corrective action when needed.
- Monitor call quality, service accuracy, and customer satisfaction.
- Support team scheduling, attendance, and workflow management.
- Oversee processing of new service orders, service changes, and discontinuations.
- Ensure accurate handling of payments, billing inquiries, and account updates.
- Resolve escalated customer issues, complaints, and service discrepancies.
- Maintain a high standard of professionalism and service consistency.
- Work closely with Dispatch, Operations, and Drivers to ensure service accuracy.
- Support resolution of missed pickups, container issues, and property concerns.
- Communicate service requirements clearly and efficiently across departments.
- Track and report KPIs such as call volume, response times, and service accuracy.
- Ensure compliance with company policies, safety standards, and regulatory requirements.
- Identify process gaps and recommend improvements to enhance efficiency.
Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, holidays, and sick leave.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
