Customer Service Supervisor

Rumpke Waste & Recycling•Colerain Township, OH

10d

About The Position

The Customer Service Supervisor provides hands-on daily leadership and direct support to the customer service team, supervising its daily 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 product and service information, answers questions, resolves problems accurately and efficiently, and collaborates with internal teams to improve the customer experience and build brand loyalty. The position drives service standards, effective responses to inquiries, assistance with escalated callers, and high customer satisfaction. The supervisor manages 11–20 employees and does not oversee other managers. The position may require travel between offices, flexible hours, nights, weekends, overtime, holidays, and availability for 24-hour emergency calls. Candidates must be legally eligible to work in the United States, successfully complete pre-employment testing, and be able to read and speak English. A valid driver’s license is required if applicable.

Requirements

At least 2 years of previous supervisory experience.
Ability to motivate staff, address performance issues, and demonstrate leadership.
Strong interpersonal skills, emotional intelligence, judgment, problem-solving, and decision-making skills in personnel management.
Strong organizational skills, attention to detail, and ability to multitask.
Ability to communicate professionally with internal and external contacts.
Professional appearance and demeanor.
Effective work habits and ability to work independently and as part of a team while meeting or exceeding call-center standards.
Advanced proficiency with Windows and Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Ability to work safely and comply with local, state, and federal regulations and company policies.
Knowledge of call-center software, speech-analytic software, and workforce-management software.
Ability to travel between offices as required.
Ability to work flexible hours, including nights, weekends, overtime, and/or holidays as needed, and be available for 24-hour emergency calls.
Legally eligible to work in the United States.
Ability to successfully complete pre-employment testing.
Ability to read and speak English.
Valid driver’s license, if applicable.

Nice To Haves

At least 3 years of call-center or customer-service experience.
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 as needed, including commercial and residential data entry; phone support and backup for 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.
Ensure completion of the monthly Cognos audit report, data entry, billing, and audits of 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 employees, and coordinate adequate staffing through real-time schedule adjustments.
Oversee training and development programs, assist with hiring, and handle employee compliance, terminations, discipline, and personnel counseling.
Maintain a positive, professional work atmosphere and promote respectful relationships with customers, clients, coworkers, and management.
Monitor and evaluate call queues and provide customer-service performance scores and evaluations to CSRs.
Keep information confidential and comply with company data-integrity and security policies.
Perform other duties as assigned.