Customer Service Team Lead

Waste Pro USA Inc.; Concord (NC); On-site; USD 42,000 - 65,000; Full time

Job summary

Waste Pro USA Inc. is seeking a Customer Service Supervisor to oversee daily operations of the customer service department, ensuring high levels of customer satisfaction and efficient service delivery. This role focuses on staff training, addressing customer concerns, and implementing best practices to enhance service quality.

You will lead the team, handle escalations, monitor performance metrics, and collaborate with other departments to continuously improve delivery and customer experience.

Qualifications

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

Responsibilities

• Oversee daily operations of the customer service department to ensure high customer satisfaction.
• Supervise and guide representatives to achieve departmental goals; conduct performance evaluations.
• Handle escalated inquiries and complaints with professionalism and empathy.
• Train new hires and organize ongoing training programs.
• Monitor metrics and implement improvements; ensure policy compliance.
• Prepare regular reports on performance and customer feedback; analyze trends.
• Collaborate with other departments to resolve issues and improve service delivery.
• Assist in budget planning and resource allocation for the department.
• Attend corporation-sponsored training and stay current with technology.

Skills

Leadership

Communication

Customer service software

MS Office

Education

Bachelor's degree in business administration or related field

Tools

MS Office

Customer service software

Job description

Waste Pro USA Inc. is seeking a Customer Service Supervisor to oversee daily operations of the customer service department, ensuring high levels of customer satisfaction and efficient service delivery. This role focuses on staff training, addressing customer concerns, and implementing best practices to enhance service quality.

You will lead the team, handle escalations, monitor performance metrics, and collaborate with other departments to continuously improve delivery and customer experience.