Customer Service Supervisor – Call Center | Lansing, Michigan
About The Position
If you’re ready to move beyond managing daily customer service issues and want the opportunity to develop employees, influence departmental performance and drive meaningful improvements to the customer experience, Granger offers the support, stability and visibility to help you succeed. You’ll lead a talented team, collaborate with leaders across the organization and build your career with a company that invests in both its people and their future—including an industry-leading 401(k) contribution of up to 15%. This position is designated safety-sensitive. The associate will operate a vehicle or other equipment on behalf of Granger Waste Services as an essential function of their job and must comply with all applicable safety and drug and alcohol policies.
Requirements
- High school diploma or GED required
- Minimum 4 years of experience in customer service, call center operations or a related field within the last five years
- Minimum 2 years of supervisory experience in a call center, customer service environment or equivalent leadership role
- Intermediate proficiency in Microsoft 365 applications
- Experience with customer relationship management (CRM) systems
- Strong communication, coaching and leadership skills
- Ability to analyze problems, make sound decisions and drive results
- Demonstrated ability to lead teams through change and develop employee performance
Nice To Haves
- Customer service leadership
- Call center operations management
- Team coaching and development
- Performance management
- Workforce scheduling and resource planning
- Quality assurance and customer experience improvement
- Conflict resolution and escalated issue management
- Process improvement and continuous improvement
- Microsoft 365 proficiency
- Customer relationship management (CRM) software experience
Responsibilities
- Supervise customer solutions representatives and CSR leads
- Hire, onboard, train and develop team members
- Conduct performance evaluations and wage reviews
- Provide ongoing coaching, feedback and professional development
- Foster accountability through clear goals, expectations and performance management practices
- Analyze team performance and service metrics
- Prepare reports and provide updates to the customer solutions manager and other leadership
- Assist in developing training programs, procedures and onboarding materials
- Monitor special projects and ensure deadlines and objectives are achieved
- Identify opportunities to improve service quality, efficiency and customer satisfaction
- Work with Operations and Accounting to resolve customer concerns
- Support department initiatives and administrative projects
- Collaborate across teams to improve the overall customer experience
- Serve as a resource for escalated account situations and operational challenges
Benefits
- Up to 15% 401(k) contribution (no match required)
- Competitive salary (based on experience)
- Health, dental and vision insurance
- Paid time off + holidays
- Career growth and leadership development opportunities
- Supportive, team-oriented work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
