Customer Experience Team Lead

Waste Pro USA Inc.; Concord (NC); On-site; USD 52,000 - 72,000; Full time

Job summary

Waste Pro USA Inc. is seeking a Customer Service Supervisor to oversee the daily operations of the customer service department and ensure high levels of customer satisfaction.

The role focuses on training staff, addressing concerns, and implementing best practices to enhance service quality. Key responsibilities include supervising representatives, evaluating performance, handling escalations, and developing customer relationships while coordinating with other departments to improve service

Qualifications

• Bachelor's degree in business, communications or a related field considered.
• 2+ years in a customer-service supervisory role preferred.
• Strong leadership and interpersonal skills required.
• Excellent verbal and written communication skills required.
• Proficient with customer service software and MS Office applications.

Responsibilities

• Supervise and guide customer service representatives to achieve department goals.
• Conduct regular performance evaluations and provide feedback.
• Handle escalated inquiries and complaints with professionalism.
• Develop and maintain strong relationships with customers to meet their needs.
• Train new hires and organize ongoing training for team skills and service knowledge.
• Monitor team performance metrics and implement improvements.
• Ensure compliance with company policies and procedures.
• Prepare regular reports on customer service performance and feedback.
• Collaborate with other departments to resolve issues and improve service delivery.
• Participate in budget planning and resource allocation for the department.

Skills

Leadership

Interpersonal skills

Verbal and written communication

Customer service mindset

Problem solving

Education

Bachelor's degree in Business Administration or related field

Tools

Customer service software

MS Office

Job description

Waste Pro USA Inc. is seeking a Customer Service Supervisor to oversee the daily operations of the customer service department and ensure high levels of customer satisfaction.

The role focuses on training staff, addressing concerns, and implementing best practices to enhance service quality. Key responsibilities include supervising representatives, evaluating performance, handling escalations, and developing customer relationships while coordinating with other departments to improve service