Customer Service Supervisor

Modern Disposal Services • Buffalo, NY

411d • $60,100 - $70,000

About The Position

The Customer Service Supervisor is responsible for overseeing the operations of the Customer Service Center, ensuring high levels of customer satisfaction and performance standards. This role involves managing a team of customer service representatives, optimizing operational processes, and implementing strategies to enhance service quality and productivity.

Requirements

• 3-5 years experience in a customer service environment.
• 1-3 years experience in managing a team.
• Advanced Degree or equivalent work experience preferred.
• Competency in MS Excel, Word, and Outlook.
• Ability to work collaboratively across company divisions.
• Strong initiative-taking and a track record of identifying improvement opportunities.
• Ability to maximize productivity and work efficiently.
• Commitment to integrity and ethical behavior, maintaining confidentiality.
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
• Strong time and project management skills.

Responsibilities

• Provides day-to-day management and support to customer service staff.
• Champions a customer-focused culture within the call center, fostering trust, teamwork, and ownership.
• Optimizes the center's operations using effective metrics for staffing, scheduling, and call volume forecasting.
• Analyzes department performance and implements strategies to improve service quality, productivity, and sales.
• Communicates and enforces company policies and procedures, developing customer service performance standards.
• Develops effective job aids and tools for efficient task completion.
• Compiles customer service reporting requirements.
• Hires, trains, motivates, and coaches employees to provide attentive service, assessing performance and providing feedback.
• Resolves conflicts or complaints from customers and employees.
• Establishes and achieves business and profit objectives.

Benefits

• Medical, Dental and Vision Coverage
• Retirement Savings with Employer Match
• Health Savings Accounts
• Voluntary Insurance Products
• Employee Assistance Program
• Paid Time Off
• Paid Holidays
• Direct Deposit/Electronic Paystubs
• Discount Memberships
• Company-Sponsored Events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Waste Management and Remediation Services
• Education Level: Master's degree