Customer Service Supervisor

Waste Pro, USA; Concord (NC); On-site; USD 42,000 - 65,000; Full time

Job summary

Waste Pro USA Inc. is seeking a Customer Service Supervisor to oversee daily operations of the customer service department, ensuring high levels of customer satisfaction and efficient service delivery. This role focuses on staff training, addressing customer concerns, and implementing best practices to enhance service quality.

You will lead the team, handle escalations, monitor performance metrics, and collaborate with other departments to continuously improve delivery and customer experience.

Qualifications

• Bachelor's degree in business administration, communications, or related field preferred.
• 2+ years of supervisory experience in customer service.
• Strong leadership and interpersonal skills.
• Excellent verbal and written communication skills.
• Proficient in customer service software and MS Office applications.
• Ability to handle difficult situations with tact and professionalism.

Responsibilities

• Oversee daily operations of the customer service department to ensure high customer satisfaction.
• Supervise and guide representatives to achieve departmental goals; conduct performance evaluations.
• Handle escalated inquiries and complaints with professionalism and empathy.
• Train new hires and organize ongoing training programs.
• Monitor metrics and implement improvements; ensure policy compliance.
• Prepare regular reports on performance and customer feedback; analyze trends.
• Collaborate with other departments to resolve issues and improve service delivery.
• Assist in budget planning and resource allocation for the department.
• Attend corporation-sponsored training and stay current with technology.

Skills

Leadership

Communication

Customer service software

MS Office

Education

Bachelor's degree in business administration or related field

Tools

MS Office

Customer service software

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

Team Leadership

• 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.

Collaboration

• 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.

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.