Customer Service Supervisor

Recology; San Francisco (CA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

ESOP

401(k) with match

Paid time off

Health benefits

Job summary

Recology Sunset Scavenger in San Francisco is seeking a Customer Service Lead to supervise the customer service team, ensuring courteous service by phone and in person, and adherence to management standards. Responsibilities include coordinating the team, answering questions about collections and billing, reconciling payments, preparing reports, and training staff.

The role requires collaboration with other departments to maintain service quality and customer satisfaction.

Qualifications

• High school diploma or GED required.
• Bachelor's degree preferred.
• Three years of related customer service experience, including at least one year of experience as a lead or supervisor in a customer service department preferred.
• Principles of employee training, supervision, and evaluation.
• Supervisory techniques, resource allocation, planning and budgeting.

Responsibilities

• Oversees the work of the customer service team.
• Provides information about collections, rates, billing, and account status promptly and correctly.
• Addresses customer questions and resolves complaints through a combination of telephone service, data entry, billing, and payments.
• Communicates with customers, peers, subordinates, supervisors, and other departments about standards and options.
• Maintains records, prepares reports, and performs related clerical duties.
• Expedites communications and services between customers and coworkers to coordinate services and statuses.
• Participates in and may coordinate training related to customer service processes and safety.
• Handles hot calls, escrow, bankruptcies, and delinquent accounts by telephone; monitors accounts to resolution.
• Assists in preparing and reviewing accounts payable audit requests; supports AP manager in monthly dashboard.

Skills

Customer service leadership

People management

Communication skills

Conflict resolution

Billing knowledge

Education

High school diploma or GED

Bachelor's degree preferred

Job description

City: San Francisco

Location: 1051 - Recology Sunset Scavenger - Office

Subsidiary Name: Recology Sunset Scavenger

Role

Oversees customer service team and applies acquired knowledge of industry, organization, services, and policies to provide efficient and courteous customer service by telephone and/or personal contact. Ensures services are provided in a courteous manner by observing customer service standards, established by management.

Essential Responsibilities

• Coordinates and oversees the work of customer service team.
• Provides information about collections, rates, billing, and account status promptly and correctly.
• Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
• Communicates with customers, peers, subordinates, supervisors and managers, and representatives from other departments or subsidiaries about current customer service standards and service options.
• Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties, as appropriate.
• Expedites communications and services between customers and co-workers by radio, in person, or through written communications to coordinate services, records, and account status, with minimal reliance on direct supervision.
• Participates in, and may coordinate training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.
• Handles hot calls; escrow; bankruptcies; delinquent accounts by telephone contact and monitors delinquent accounts to point of resolution.
• Assists in preparing and reviewing accounts payable related audit requests.
• Supports Accounts Payable Manager in preparation of monthly AP dashboard.
• Builds and maintains effective working relationships with business partners and customers.
• Sets, commits to, and maintains high standards for quality work and responsiveness in providing accounting and financial services.
• Other duties as assigned

Qualifications

• High school diploma or GED required.
• Bachelor's degree preferred.
• Three years of related customer service experience, including at least one year of experience as a lead or supervisor in a customer service department preferred.
• Principles of employee training, supervision, and evaluation.
• Supervisory techniques, resource allocation, planning and budgeting.

Recology Offers

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.
• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize.
• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

Recology Benefits May Include

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.