Customer Service Supervisor

Waste Pro; Concord (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Waste Pro in Concord, NC is seeking a Customer Service Supervisor to oversee daily operations of the customer service department and ensure high levels of customer satisfaction.

You will train staff, conduct performance evaluations, handle escalated inquiries, and collaborate with other departments to improve service delivery and meet company goals.

The role requires strong leadership, excellent communication, and proficiency with customer service software and MS Office.

Qualifications

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

Responsibilities

• Lead and supervise customer service representatives to meet goals.
• Provide regular performance evaluations and feedback.
• Handle escalated inquiries and complaints with professionalism.
• Develop strong customer relationships and ensure needs are met.
• Monitor performance metrics and implement improvements.
• Collaborate with other departments and assist in budget planning.

Skills

Leadership

Customer service

Communication

Interpersonal skills

Problem solving

Education

Bachelor's degree in business administration, communication, or related field

Tools

CRM software

MS Office

Job description

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:

1. Team Leadership:
2. Supervise and guide customer service representatives to achieve departmental and company goals.
3. Conduct regular performance evaluations and provide feedback.
4. Customer Support:
5. Handle escalated customer inquiries and complaints with professionalism and empathy.
6. Develop and maintain strong relationships with customers, ensuring their needs are met.
7. Training and Development:
8. Train new hires in customer service policies and procedures.
9. Organize ongoing training programs to improve team skills and service knowledge.
10. Operational Management:
11. Monitor team performance metrics and implement improvements when necessary.
12. Ensure compliance with company policies and procedures.
13. Reporting and Analysis:
14. Prepare regular reports on customer service performance and customer feedback.
15. Analyze data to identify trends and areas for improvement.
16. Collaboration:
17. Work closely with other departments to resolve issues and improve delivery of service.
18. Participate in budget planning and resource allocation for the customer service department.

Qualifications

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.