Customer Service Supervisor

Customer Service Supervisor Call Center | Lansing, Michigan Job Category: Customer Solutions Requisition Number: CUSTO001107 Posted: July 23, 2026 Full-Time On-site East Lansing, MI 48823, USA Job Details Description Top Reasons to Apply Industry-leading retirement benefit: Up to 15% company 401(k) contribution with no match required Lead and develop a team that directly impacts customer satisfaction and retention Highly visible leadership role with opportunities to influence department performance Join a stable, family-owned company with more than 60 years of success Opportunity to drive process improvements and elevate the customer experience Job Details Full-time Exempt Customer Solutions Department Monday Friday, 8 a.m. 5 p.m. What You'll Get Up to 15% 401(k) contribution (no match required) Competitive salary (based on experience) Health, dental and vision insurance Paid time off + holidays Career growth and leadership development opportunities Supportive, team-oriented work environment What Makes Granger Different People-First Culture: We invest in coaching, development and career growth Commitment to Service: Delivering exceptional experiences to customers and communities Collaborative Environment: Work closely with operations, accounting and leadership teams Stability & Growth: More than 60 years of success with continued investment in people and innovation Why Join Granger If you're ready to move beyond managing daily customer service issues and want the opportunity to develop employees, influence departmental performance and drive meaningful improvements to the customer experience, Granger offers the support, stability and visibility to help you succeed. You'll lead a talented team, collaborate with leaders across the organization and build your career with a company that invests in both its people and their futureincluding an industry-leading 401(k) contribution of up to 15%. What You'll Do Customer Solutions Leadership Supervise customer solutions representatives and CSR leads Hire, onboard, train and develop team members Conduct performance evaluations and wage reviews Provide ongoing coaching, feedback and professional development Foster accountability through clear goals, expectations and performance management practices Process Improvement & Performance Management Analyze team performance and service metrics Prepare reports and provide updates to the customer solutions manager and other leadership Assist in developing training programs, procedures and onboarding materials Monitor special projects and ensure deadlines and objectives are achieved Identify opportunities to improve service quality, efficiency and customer satisfaction Cross-Functional Collaboration Work with Operations and Accounting to resolve customer concerns Support department initiatives and administrative projects Collaborate across teams to improve the overall customer experience Serve as a resource for escalated account situations and operational challenges Key Skills & Expertise Customer service leadership Call center operations management Team coaching and development Performance management Workforce scheduling and resource planning Quality assurance and customer experience improvement Conflict resolution and escalated issue management Process improvement and continuous improvement Microsoft 365 proficiency Customer relationship management (CRM) software experience What We're Looking For High school diploma or GED required Minimum 4 years of experience in customer service, call center operations or a related field within the last five years Minimum 2 years of supervisory experience in a call center, customer service environment or equivalent leadership role Intermediate proficiency in Microsoft 365 applications Experience with customer relationship management (CRM) systems Strong communication, coaching and leadership skills Ability to analyze problems, make sound decisions and drive results Demonstrated ability to lead teams through change and develop employee performance Safety Sensitive Information This position is designated safety-sensitive. The associate will operate a vehicle or other equipment on behalf of Granger Waste Services as an essential function of their job and must comply with all applicable safety and drug and alcohol policies. About Granger Waste Services Working at Granger Waste Services isn't just a career--it's a calling. Guided by the Golden Rule, we're committed to caring for our customers, our communities and each other. If you're ready to make a difference while building a rewarding career, we'd love to have you on our team. If you're an experienced customer service leader who enjoys coaching teams, solving problems and delivering exceptional customer experiences, we'd love to hear from you. Apply today and grow your career with Granger. Qualifications Education Required High School Diploma or better in General Studies. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.