Customer Service Supervisor

Rumpke Waste & Recycling•Colerain Township, OH

11h•Onsite

About The Position

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Their mission is to deliver exceptional waste and recycling solutions to customers and communities through a commitment to safety, service, the environment, and the growth of their people. The Customer Service Supervisor plays a key role in providing daily hands-on leadership and direct support to the customer service team. This position supervises the daily operations of the customer service team of CSRs. In addition, they develop, implement, and maintain processes, while employing necessary programs and procedures to improve overall customer service and satisfaction. They will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that customers might face with accuracy and efficiency, collaborating with internal teams to optimize the customer experience and build brand loyalty. The target of this role is to drive excellent service standards, ensure efficient and effective responses to all customer inquiries, assist with escalated callers, and maintain high customer satisfaction. This position will manage 11-20 employees and will not oversee and direct other managers.

Requirements

Ability to motivate staff and deal effectively with performance issues to meet standards; proven leadership skills
Exceptional interpersonal skills, emotional intelligence, judgment/problem solving and decision-making skills in areas of personnel management
Must have strong organizational skills and be detailed oriented with the ability to multi task
Must be able to communicate with internal and external contacts on a professional level
Consistently presents and maintains a professional appearance and demeanor
Efficient and effective work habits to work both independently and as a team; working to meet or exceed call center standards
Advanced computer proficiency in Windows and Microsoft Office applications, such as Excel, Word, PowerPoint, Outlook, etc.
Perform tasks in a safe manner in compliance with all local, state, and federal regulations and company policies
2+ years of previous supervisory experience required
Legally eligible to work in the United States
Valid driver’s license (if applicable)
Must successfully complete pre-employment testing
Must be able to read and speak the English language

Nice To Haves

3+ years of call center or customer service experience preferred
Knowledge of call center software, speech analytic software, and workforce management software
Waste industry experience preferred
English/Spanish bilingual preferred

Responsibilities

Provide day-to-day supervision and technical assistance to customer service staff, investigating and researching escalated customer service inquiries and supporting programs that drive team performance toward excellence in customer service
Support customer service team tasks as required including, but not limited to: Commercial and Residential data entry, phone support with ability to work in and/or back-up all incoming call queues, email, and social media, researching customer issues and inquiries using all available resources, processing account adjustments, ensuring completion of Recycling Rebates, Route Auditor findings and updating database worksheet and ensuring that residential and commercial work orders are reviewed and closed
Ensure completion of monthly audit report (Cognos), data entry, billing and auditing of designated accounts such as homeowner associations, apartment complexes, and mobile home parks audits for residential and commercial order entry
Balance multiple projects effectively and recommend systemic improvements
Set and effectively communicate expectations and administer accountability standards including processing evaluations and daily leadership and coaching of employees and coordinating adequate staffing through real-time schedule adjustments
Oversee training and development programs to ensure department goals are met, assist with selection of new hires, employee compliance, terminations, disciplines, and personnel counseling
Maintain a positive and professional work atmosphere with a culture of respect by performing and communicating in a manner that promotes good relationships with customers, clients, co-workers, and management
Monitor and evaluate call queues, providing scoring and evaluations to CSRs on their customer service performance
Keeps information confidential and comply with company data integrity and security policies
Perform other duties as assigned