Customer Service Supervisor

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

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.

Key Responsibilities:

• Supervise and guide customer service representatives to achieve departmental and company goals.
• Conduct regular performance evaluations and provide feedback.
• Customer Support:
• Handle escalated customer inquiries and complaints with professionalism and empathy.
• Develop and maintain strong relationships with customers, ensuring their needs are met.
• Training and Development:
• Train new hires in customer service policies and procedures.
• Organize ongoing training programs to improve team skills and service knowledge.
• Operational Management:
• Monitor team performance metrics and implement improvements when necessary.
• Ensure compliance with company policies and procedures.
• Reporting and Analysis:
• 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.

CDL Required

No CDL Required

Other job responsibilities:

• Employees in this job classification must attend and participate in corporation sponsored training courses as assigned.
• Employees in this job classification are responsible for keeping up to date on current technology, as job appropriate.
• Any additional job duties that may be assigned by the Manager.

Qualifications:

• Bachelor's degree in business administration, Communication, or a related field (preferred).
• 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.

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.