Customer Service Supervisor/Trainer

Kimble Companies; Dover (OH); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

401(k) retirement plan with match

Comprehensive medical benefits, dental

Vision coverage

Employee assistance program (EAP)

Health care and dependent care FSA

Life insurance and AD&D

Paid time off

Referral program

Employee Discount Program

Job summary

Kimble Company in Dover, OH, is seeking a Customer Service Supervisor/Trainer to guide the CSR team and design training programs that boost efficiency and performance. When not training, you will serve as a Customer Service Representative to support day-to-day calls.

You will audit data entry, assist in interviewing, and report department progress. This role includes supervising the trainer and addressing escalations with management oversight.

Qualifications

• High school diploma required.
• Bachelor's degree preferred and/or 2–3 years' experience in a call center environment.
• CRM experience as required.
• Knowledge of waste industry is preferred.
• Pre-employment drug screen and background check required.

Responsibilities

• Conduct face to face meetings with team members on applicable schedule.
• Audit accuracy of data entry in Tower.
• Review accounts for quality assurance.
• Assist in interviewing potential Customer Service Representatives.
• Report to Customer Service Manager to improve methods and efficiencies within the Company.
• Report Daily on department progress that has been made.
• Serve as backup Supervisor in the Customer Service Manager's absence.
• Supervise the Trainer and verify training process on new hires.
• Assist in handling customer escalations by providing call handling, resolution and documentation of issues and report trends to management.
• Assist in ongoing training and developing of Customer Service Representatives. Ensure adequate staff education and evaluation is provided.
• Assist in developing and maintaining a routing training schedule.
• Assist in creating and maintaining updated training videos.
• Assist and execute a New Hire Training Orientation for new reps.
• Provide support by answering inbound calls to quote, set up new accounts, process payments, and maintenance on existing accounts during high call volume days.
• Other assigned duties from Manager

Education

Bachelor's degree

Tools

CRM system

Job description

The Customer Service Supervisor/Trainer exercises discretion in the professional development and guidance to the Team Members in the Customer Service Department. This person will help design and implement training programs to improve efficiency and performance, serve in the capacity of Customer Service Representative when there are no training responsibilities processing calls, and support the CSR team they are assigned to for their day-to-day duties.

About Us

Kimble Company is locally owned and operated by the Kimble Family, with over 70 years of experience in the energy, materials, recycling, and solid waste industries. We are a dedicated team of seasoned professionals who care about our clients, the environment, safety, our families, and our co-workers. At Kimble we strive for perfection in everything that we do.

Minimum Requirements

• High school diploma required.
• Bachelor's Degree preferred and/or 2-3 years' experience in a call center environment.
• CRM experience as required.
• Knowledge of waste industry is preferred.
• Successfully pass a pre-employment drug screen and background check

Responsibilities And Duties

• Conduct face to face meetings with team members on applicable schedule.
• Audit accuracy of data entry in Tower.
• Review accounts for quality assurance.
• Assist in interviewing potential Customer Service Representatives
• Look for and report to Customer Service Manager to improve methods and efficiencies within the Company.
• Report Daily on department progress that has been made.
• Serve as backup Supervisor in the Customer Service Manager's absence.
• Supervise the Trainer and verify training process on new hires.
• Assist in handling customer escalations by providing call handling, resolution and documentation of issues and report and trends or risks to management.
• Assist in ongoing training and developing of Customer Service Representatives. Ensure adequate staff education and evaluation is provided.
• Assist in developing and maintaining a routing training schedule.
• Assist in creating and maintaining updated training videos.
• Assist and execute a New Hire Training Orientation for new reps.
• As necessary support in answer inbounds phone calls to quote, set up new accounts, process credit card payments and to complete maintenance on existing customer accounts on high call volume days.
• Other assigned duties from Manager

Benefits

• 401(k) retirement plan with match
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Employee assistance program (EAP)
• Health care and dependent care spending accounts (FSA)
• Life insurance and accidental death & dismemberment insurance.
• Paid time off
• Referral program
• Employee Discount Program

This Employer is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, genetic information, age, marital status, military/veteran status, sexual orientation, non-job related disability, or any other status protected by law.