Lead Customer Service Representative - Milton

Waste Pro USA•Milton, FL

About The Position

The Customer Service Supervisor will oversee the daily operations of the customer service department, ensuring high levels of customer satisfaction, efficient service delivery, and the effective management of the team. This role is responsible for training staff, addressing customer concerns, and implementing best practices to enhance the quality of service.

Requirements

Previous experience in customer service, with at least 2 years in a supervisory role.
Strong leadership and interpersonal skills.
Excellent verbal and written communication skills.
Proficient in using customer service software and MS Office applications.
Ability to handle difficult situations with tact and professionalism.

Nice To Haves

Bachelor's degree in business administration, Communication, or a related field

Responsibilities

Supervise and guide customer service representatives to achieve departmental and company goals.
Conduct regular performance evaluations and provide feedback.
Handle escalated customer inquiries and complaints with professionalism and empathy.
Develop and maintain strong relationships with customers, ensuring their needs are met.
Train new hires in customer service policies and procedures.
Organize ongoing training programs to improve team skills and service knowledge.
Monitor team performance metrics and implement improvements when necessary.
Ensure compliance with company policies and procedures.
Prepare regular reports on customer service performance and customer feedback.
Analyze data to identify trends and areas for improvement.
Work closely with other departments to resolve issues and improve delivery of service.
Participate in budget planning and resource allocation for the customer service department.
Attend and participate in corporation sponsored training courses as assigned.
Keep up to date on current technology, as job appropriate.
Any additional job duties that may be assigned by the Manager.