Customer Service Supervisor

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you’ll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

The Customer Service Supervisor plays a key role in providing daily hands-on leadership and direct support to the customer service team. This position Supervises the daily operations of the customer service team of CSRs. In addition, they also develop, implement and maintain processes, while employing necessary programs and procedures to improve overall customer service and satisfaction. They will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency, collaborating with internal teams to optimize the customer experience and build brand loyalty. The target of this role is to drive excellent service standards, ensure efficient and effective responses to all customer inquiries, assist with escalated callers, and maintain high customer satisfaction.

Responsibilities of Position:

• 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

Supervisory Responsibility:

• This position will manage 11-20 employees
• This position will not oversee and direct other managers

Skills & Abilities Needed for Position:

• Ability to motivate staff and deal effectively with performance issues to meet standards; proven leadership skills
• Exceptional interpersonal skills, emotional intelligence, judgment/problem solving and decision-making skills in areas of personnel management
• Must have strong organizational skills and be detailed oriented with the ability to multi task
• Must be able to communicate with internal and external contacts on a professional level
• Consistently presents and maintains a professional appearance and demeanor
• Efficient and effective work habits to work both independently and as a team; working to meet or exceed call center standards
• Advanced computer proficiency in Windows and Microsoft Office applications, such as Excel, Word, PowerPoint, Outlook, etc. Perform tasks in a safe manner in compliance with all local, state, and federal regulations and company policies

Experience & Knowledge Needed for Position:

• 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
• English/Spanish bilingual preferred

Physical Requirements in a Regular Workday:

• Occasionally lifting/carrying/pushing/pulling a max of 10 lbs
• Rarely lifting/carrying/pushing/pulling a max of 35 lbs
• Rarely working in areas of dust, odors, mist, gases, and other airborne matter
• Occasionally stooping/kneeling/crouching/crawling
• Rarely climbing and/or balancing
• Continuously sitting
• Frequently standing/walking

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required
• Ability to work flexible hours; expected to work nights and weekends as needed
• Ability to work overtime, weekends, and/or holidays
• Must be available for 24-hour emergency calls
• Legally eligible to work in the United States
• Valid driver’s license (if applicable)
• Must successfully complete pre-employment testing
• Must be able to read and speak the English language

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.