Customer Experience Lead — Team Coaching & Service Excellence

Waste Pro USA Inc.; Concord (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Waste Pro USA Inc. is seeking a Customer Service Supervisor to oversee day-to-day operations of the customer service department in Concord, CA. You will train staff, handle escalations, and work with other departments to improve service delivery and customer satisfaction.

The role emphasizes developing the team, monitoring performance metrics, and ensuring adherence to company policies while preparing routine reports and insights for management.

Qualifications

• Bachelor's degree in business administration, communications, or a related field preferred.
• Minimum 2 years in a supervisory role in customer service.
• Strong leadership and interpersonal skills; customer-focused.
• Excellent verbal and written communication; proficient in customer service software.

Responsibilities

• Supervise and guide customer service representatives to meet goals.
• Conduct regular performance evaluations and provide feedback.
• Handle escalated inquiries and complaints professionally.
• Develop and maintain strong relationships with customers.
• Train new hires and organize ongoing training programs.
• Monitor team performance metrics and implement improvements.
• Ensure compliance with company policies and procedures.
• Prepare reports on customer service performance and feedback.
• Analyze data to identify trends and improvements; collaborate with other departments.
• Participate in budget planning and resource allocation for CS.

Skills

Leadership

Communication

Customer service

Training & development

MS Office

Education

Bachelor's degree in business administration or related field

Tools

CRM software

MS Office

Job description

Waste Pro USA Inc. is seeking a Customer Service Supervisor to oversee day-to-day operations of the customer service department in Concord, CA. You will train staff, handle escalations, and work with other departments to improve service delivery and customer satisfaction.

The role emphasizes developing the team, monitoring performance metrics, and ensuring adherence to company policies while preparing routine reports and insights for management.