Customer Service Supervisor — Lead & Elevate CX

Rumpke of Ohio; Cincinnati (OH); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

401(k) matching

Life insurance

Paid vacation

Job summary

Rumpke of Ohio in Cincinnati is seeking a Customer Service Supervisor to lead the CSR team, supervise daily operations, and resolve escalated inquiries with accuracy and efficiency.

You will develop and maintain processes, coach staff, monitor call queues, handle data entry tasks, and collaborate with internal teams to drive service excellence, protect data integrity, and strengthen brand loyalty.

Qualifications

• 2+ years of previous supervisory experience required.
• 3+ years of call center or customer service experience preferred.
• Knowledge of call center software, speech analytic software, and workforce management software.
• Waste industry experience preferred.

Responsibilities

• Provide day-to-day supervision and technical assistance to customer service staff, investigating and researching escalated customer service inquiries and supporting programs that drive team performance toward excellence in customer service
• Support customer service team tasks as required including, but not limited to: Commercial and Residential data entry, phone support with ability to work in and/or back-up all incoming call queues, email, and social media, researching customer issues and inquiries using all available resources, processing account adjustments, ensuring completion of Recycling Rebates, Route Auditor findings and updating database worksheet and ensuring that residential and commercial work orders are reviewed and closed
• Ensure completion of monthly audit report (Cognos), data entry, billing and auditing of designated accounts such as homeowner associations, apartment complexes, and mobile home parks audits for residential and commercial order entry
• Balance multiple projects effectively and recommend systemic improvements
• Set and effectively communicate expectations and administer accountability standards including processing evaluations and daily leadership and coaching of employees and coordinating adequate staffing through real-time schedule adjustments
• Oversee training and development programs to ensure department goals are met, assist with selection of new hires, employee compliance, terminations, disciplines, and personnel counseling
• Maintain a positive and professional work atmosphere with a culture of respect by performing and communicating in a manner that promotes good relationships with customers, clients, co-workers, and management
• Monitor and evaluate call queues, providing scoring and evaluations to CSRs on their customer service performance
• Keeps information confidential and comply with company data integrity and security policies
• Perform other duties as assigned

Skills

Staff motivation

Interpersonal skills

Organizational skills

Communication skills

Professional appearance

Work discipline

Microsoft Office

Education

High School or better

Bachelor's degree or better

GED or better

Job description

Rumpke of Ohio in Cincinnati is seeking a Customer Service Supervisor to lead the CSR team, supervise daily operations, and resolve escalated inquiries with accuracy and efficiency.

You will develop and maintain processes, coach staff, monitor call queues, handle data entry tasks, and collaborate with internal teams to drive service excellence, protect data integrity, and strengthen brand loyalty.