Customer Services Supervisor

Waste Management • Oakland, CA

387d • $72,000 - $78,000 • Remote

About The Position

The Customer Services Supervisor at Waste Management (WM) is responsible for managing the daily operations of the customer service team. This role involves developing and implementing processes to enhance customer service, promoting company standards, and engaging employees to drive customer loyalty. The supervisor will oversee a team of customer service representatives, ensuring performance aligns with departmental and organizational goals.

Requirements

• High School Diploma or GED (accredited).
• 4 years of relevant work experience.
• Call center or customer service experience.
• Supervisory/management skills.
• Ability to work in and/or back-up all incoming call queues.
• Ability to cross train and develop CSR and dispatch skills.
• Excellent verbal, written, and analytical skills.
• Typing and computer skills: MS Office.
• Ability to multi-task and react well under pressure.
• Identifies and resolves problems in a timely manner.
• Prioritizes and plans work activities effectively.
• Focuses on solving conflicts and listening to others without interrupting.
• Demonstrates accuracy and thoroughness to meet productivity standards.

Nice To Haves

• Experience with MS Excel, particularly Vlookup and pivot tables.
• Ability to manage difficult or emotional customer situations.

Responsibilities

• Manage the daily operations of the customer service team.
• Develop, implement, and maintain processes to improve customer service.
• Provide day-to-day supervision and technical assistance to customer service staff.
• Direct the customer service team toward achieving operational goals.
• Organize and schedule necessary resources for activities.
• Oversee personnel needs including coaching, training, and evaluating employee performance.
• Hire and train new customer service staff.
• Monitor and evaluate customer service performance for quality and timeliness.
• Compile customer service data into reports and analyze results.
• Investigate and research escalated customer service inquiries.
• Ensure employee behaviors focus on improving customer satisfaction.

Benefits

• Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Waste Management and Remediation Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees