Customer Service Supervisor

Position Overview

Ultimate Staffing is actively seeking an experienced Customer Service Supervisor to join a leading company in California. This company has been an industry leader in recycling and waste diversion for 40 years, committed to environmental sustainability and innovation. The role requires working onsite at 14207 Del Monte Blvd. in Marina, CA, with some job-related travel. This position offers a fantastic opportunity to lead and manage a dynamic customer service team.

Responsibilities

Customer Service & Call Management

• Oversee, manage, and respond to high volumes of customer inquiries with accuracy, professionalism, and urgency.
• Take ownership of escalated or complex customer issues, ensuring prompt resolution and clear follow-up.
• Ensure all customer interactions are accurately documented in the company database.
• Monitor call quality and service standards, providing coaching and feedback to team members.

Team Leadership & Development

• Supervise, train, and mentor Customer Service Representatives to meet and exceed performance goals.
• Develop and implement training programs to improve technical knowledge, communication skills, and problem-solving abilities.
• Foster a positive, collaborative, and high-energy work environment that promotes teamwork, accountability, and solution-oriented outcomes.
• Provide ongoing performance feedback, conduct regular evaluations, and administer corrective action as needed.
• Drive accountability through consistent application of and enforcement of internal protocols and attendance guidelines.

Operational Coordination

• Serve as the primary liaison between Customer Service, Dispatch, Drivers, Route Supervisors, Outreach Coordinators, and Management.
• Assist in scheduling and workload distribution to ensure optimal coverage and efficiency.
• Coordinate with Supervisors and Managers on operational priorities, service updates, and special projects.
• Assist with jurisdictional requests, special projects, and reporting requirements.

Process Improvement & Reporting

• Identify opportunities to streamline processes and improve efficiency without sacrificing quality.
• Track and analyze call center metrics to ensure service level agreements are met.
• Support the development of policies, procedures, and best practices to enhance customer satisfaction and operational performance.

Qualifications

• 2+ years of supervisory experience in a customer service and/or dispatch environment.
• 3+ years of experience in a high-volume call center or dispatch role.
• Proven track record of meeting performance goals and driving team success.
• Strong analytical skills with the ability to interpret data and create actionable plans.
• Experience with Tower system preferred.
• Bilingual in English and Spanish preferred.

Required Work Hours

Monday to Friday, 8:00 AM to 5:00 PM

Benefits

The company offers a competitive benefits package, including paid time off, holiday pay, 401(k) benefits, FSA, and full employee coverage for medical, dental, and vision insurance.

Additional Details

Max Pay: $95,000
Min Pay: $80,000
This job is a supervisor position.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.