Customer Service Supervisor

The William Thomas Group Customer Service Supervisor plays a key role in providing daily hands-on leadership for the customer service team. The position is responsible for supervising, monitoring and providing leadership to the customer service team. The Customer Service Supervisor ensures prompt, efficient, quality service by effectively overseeing the dynamics of the customer call center. The hours and level of responsibility may vary by location or line of business.

RESPONSIBILITIES OF POSITION:
  • Perform tasks in a safe manner in compliance with all local, state, and federal regulations and company policies
  • Exhibit a broad knowledge and background in customer call center services; delivery, billing, collection, customer relations and daily planning
  • Monitors call volume activity; direct available resources as necessary to ensure a timely response, quality service and achieve quantitative standards.
  • Coach and motivate associates to ensure quality servicing of all callers; monitor call content for quality and professionalism. Communications with other departments and management to resolve problems and expedite work
  • Balance multiple projects effectively and recommend systemic improvements
  • Assist with the coordination of adequate staffing; exercise real-time schedule adjustments based on peak volume periods
  • Oversee training and development programs, implement performance standards and monitors performance goals; observe and evaluate, assist with hires, terminations, disciplines, monitor and record attendance, and initiate personnel counseling
  • May occasionally operate a vehicle within the scope of employment, therefore, must meet and maintain requirements for non-commercial vehicle operation
  • Perform other similar related duties as necessary
  • Oversee compiling of information for compliance relating to new hires
  • Assist with special projects as assigned
  • Other duties as assigned


REQUIREMENTS:
  • Proven excellent customer service skills; ability to be persuasive with customers keeping “customer satisfaction” as a guiding factor
  • Ability to motivate staff and deal effectively with performance issues to meet standards; proven leadership skills
  • Excellent organizational skills and strong written and oral communication skills
  • Exceptional judgment and decision-making skills in areas of personnel management
  • Exceptional interpersonal skills
  • Ability to successfully coach and develop associates
  • Must possess a professional demeanor and telephone etiquette
  • Possess proven analytical/problem solving solutions for the customer and the company
  • Computer proficiency in Windows and Microsoft applications; AS400, and Lotus Notes applications experience, a plus
  • Ability to identify issues, make decisions, and resolve problems
  • Must be able to react well under pressure and treat others with respect
  • Waste industry experience, a plus
  • Ability to work occasional overtime, weekend and/or holidays
  • Additional skills may be required to perform additional task(s) specific to work location, department or line of business


QUALIFICATIONS:
  • Legally eligible to work in the United States.
  • High school diploma or equivalent, college degree preferred
  • Minimum 1-2 years previous supervisory experience preferred
  • 3-5 years office, call center or customer service experience preferred
  • Must be able to produce satisfactory pre-employment drug test and background check results


PHYSICAL ENVIROMENT:
  • Office environment.
  • Prolonged sitting and repetitive motions performed answering phone and working on computer.


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 a contract for employment 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.