Customer Service Representative

Customer Service Supervisor

Location: Queens, NY

Pay: Starting $28.00-$30.00/hr. (depending on relevant experience)

Hours: 8 AM 5 PM

Days: Monday Friday

Why Join Us?

Royal Waste Services, a Waste Connections Company, is an integrated services company providing solid waste collection, transfer, disposal, and recycling services across the U.S. and Canada. We operate with a culture of trust, empowerment, and accountability where self-directed, motivated leaders can grow their careers and make a meaningful impact.

We are seeking a Customer Service Supervisor to lead our Queens customer service team. This role is essential to ensuring operational excellence, supporting our drivers, and delivering exceptional service to our community.

Position Summary

The Customer Service Supervisor oversees the daily operations of the customer service department, ensuring high-quality service delivery, accurate order processing, and effective communication between customers, drivers, and operations. This leader will coach and develop CSR staff, monitor performance metrics, and support continuous improvement across the department.

Key Responsibilities

• Team Leadership & Coaching
• Supervise, train, and mentor Customer Service Representatives.
• Conduct performance evaluations, coaching sessions, and corrective action when needed.
• Monitor call quality, service accuracy, and customer satisfaction.
• Support team scheduling, attendance, and workflow management.

• Customer Service Operations
• Oversee processing of new service orders, service changes, and discontinuations.
• Ensure accurate handling of payments, billing inquiries, and account updates.
• Resolve escalated customer issues, complaints, and service discrepancies.
• Maintain a high standard of professionalism and service consistency.

• Cross-Department Collaboration
• Work closely with Dispatch, Operations, and Drivers to ensure service accuracy.
• Support resolution of missed pickups, container issues, and property concerns.
• Communicate service requirements clearly and efficiently across departments.

• Performance & Compliance
• Track and report KPIs such as call volume, response times, and service accuracy.
• Ensure compliance with company policies, safety standards, and regulatory requirements.
• Identify process gaps and recommend improvements to enhance efficiency.

What We Need From You

• 3+ years of customer service experience, including 1+ year in a lead or supervisory role
• Experience in a high-volume call center or service-driven environment
• Strong proficiency in Microsoft Word, Excel, and Outlook
• Excellent verbal and written communication skills
• Ability to coach, motivate, and develop team members
• Strong problem-solving and conflict-resolution skills
• Bilingual (English/Spanish) preferred

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.

Why You Need To Join Us

CULTURE: It's a great place to work! We operate in an environment where empowered, self-directed All Stars know the importance of their work.

INTEGRITY: Our definition is "saying what you will do and then doing it!" We keep our promises to our customers and our employees.