Customer Service Supervisor

USA Waste and Recycling•Enfield, CT

16h•Onsite

About The Position

The Customer Service Supervisor is responsible for leading, coaching, and developing a team of Customer Service Representatives (CSRs) to deliver reliable, high-quality customer experience across all channels. This role ensures adherence to company policies, service standards, and regulatory requirements while driving performance, employee engagement, and continuous improvement. This position plays a critical role in frontline leadership by managing day-to-day customer service operations, handling escalations, monitoring performance metrics, and serving as a liaison between Customer Service leadership and frontline employees. The Supervisor is expected to be a visible, hands-on leader who balances customer advocacy with sound business decision-making.

Requirements

High School diploma or equivalent
1-3 years related customer service experience.
2 years of experience in a supervisory capacity or related experience.
Ability to learn proprietary systems and contact center software
Detail-oriented with strong organizational skills
Effective time management and prioritization skills
Clear and effective verbal and written communication skills
Strong problem-solving and root cause analysis
Able to manage multiple tasks and high-volume calls.
Ability to lead and motivate a team in a fast-paced environment
Ability to interpret performance data and translate insights into action
Ability to adapt to changing business needs and volume
Excellent verbal and written communication skills
Proficient in basic computer applications and systems
Basic reading, writing, and arithmetic skills.

Nice To Haves

Experience in customer service and the waste/recycling industry is preferred.

Responsibilities

Team Leadership & Performance Management Leads and supports up to 15 Customer Service Representatives, fostering a culture of accountability, collaboration, and customer centricity.
Provides regular coaching, feedback, and performance guidance through quality reviews, one-on-one meetings, and side-by-side observations.
Reinforces service standards, operational priorities, and the company's Promise through consistent communication and leadership presence.
Customer Experience & Escalation Management Serves as an escalation point for complex or sensitive customer issues, ensuring timely resolution aligned with company policies and customer expectations.
Balances customer satisfaction, operational efficiency, and financial responsibility when resolving customer issues.
Partners with Customer Service leadership to identify recurring customer issues and recommend improvements to processes, policies, or training.
Operational Oversight & Metrics Monitors individual and team performance against service standards by reviewing call recordings, customer feedback, and quality results to identify trends and coaching opportunities.
Collaborates with leadership to support staffing needs, schedule adherence, and workload distribution.
Supports the adoption and effective use of contact center technology, including telephony, software, and quality monitoring tools.
Continuous Improvement & Cross-Functional Collaboration Identifies operational gaps and inefficiencies and contributes to improvement ideas to enhance service delivery and customer outcomes.
Partners with internal teams such as Sales, Operations, Billing, and IT to support seamless customer handoffs and issue resolutions.
Participates in projects, pilots, and initiatives related to process improvement, system enhancements, and service optimization.
Compliance & Professional Standards Ensures compliance with company policies, procedures, and applicable regulatory requirements.
Exercises sound judgment and discretion when handling confidential or sensitive employee and customer information.
Supports onboarding and training of new employees by reinforcing service standards, expectations, and best practices.
Adjusts responsibilities as needed to meet changing business needs.