Customer Service Supervisor: Lead & Elevate Support Teams

Rumpke of Ohio, Inc.; Cincinnati (OH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Life insurance

Paid vacation

Job summary

Rumpke Waste and Recycling in Cincinnati, OH, is seeking a Customer Service Supervisor to lead the CSR team and ensure top-tier service. You will supervise daily operations, develop processes, train staff, and coordinate with internal teams to improve the customer experience and drive brand loyalty.

This role requires 2+ years of supervisory experience and flexibility for nights and weekends. We offer competitive pay and comprehensive benefits including health, dental, vision, 401(k) matching

Qualifications

• 2+ years of 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.
• English/Spanish bilingual preferred.

Responsibilities

• Provide day-to-day supervision and technical assistance to customer service staff, investigating escalated inquiries and supporting programs that drive team performance toward excellence in customer service.
• Support CSRs with data entry, call handling, email, and social media tasks, researching issues and processing account adjustments.
• Ensure monthly Cognos audit reporting, data entry, billing, and auditing for designated accounts.
• Balance multiple projects and recommend systemic improvements.
• Set expectations and administer accountability standards including evaluations and staffing adjustments.
• Oversee training and development, assist with hires, compliance, and counseling.
• Maintain a positive, professional work atmosphere and strong customer relations.
• Monitor call queues and provide CSRs with performance feedback.
• Keep information confidential and comply with data-security policies.
• Perform other duties as assigned.

Skills

Leadership

Communication

Organizational skills

Problem solving

Multitasking

Team coaching

Bilingual English/Spanish

Microsoft Office

Education

High School Diploma

General Education Diploma (GED)

Bachelor's degree in relevant field

Tools

Call center software

Speech analytics software

Workforce management software

Job description

Rumpke Waste and Recycling in Cincinnati, OH, is seeking a Customer Service Supervisor to lead the CSR team and ensure top-tier service. You will supervise daily operations, develop processes, train staff, and coordinate with internal teams to improve the customer experience and drive brand loyalty.

This role requires 2+ years of supervisory experience and flexibility for nights and weekends. We offer competitive pay and comprehensive benefits including health, dental, vision, 401(k) matching