Customer Service Supervisor

Job Description

Job Description

Job Title: Customer Service Supervisor

Status: Exempt 

Reports To: Customer Solutions Manager

Cal-Waste Recovery Systems is looking for an upbeat, customer-oriented, individual to join our dynamic Galt Customer Service team. Cal-Waste is a premiere recycling and waste recovery company servicing the Sacramento, San Joaquin and Calaveras County areas. Cal-Waste is a family-owned business 99 years strong . Check us out at  

POSITION SUMMARY

Reporting to the Business Solutions Manager, the Customer Service Supervisor is responsible for ensuring thorough, friendly and professional customer service via phone, in person and email interaction in a busy office. Will oversee the customer service team, ensuring customers receive helpful, timely, and professional support.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

· Lead, supervise, and motivate customer service representatives to achieve departmental goals and performance standards.

· Ensure customer inquiries, complaints, and requests are handled professionally, accurately, and promptly.

· Coordinate daily workloads, staffing schedules, task assignments, and workflow to ensure efficient department operations.

· Train new employees and provide ongoing coaching, feedback, and performance evaluations.

• Handle escalated customer complaints and      complex issues.
• Maintain in depth working knowledge of the      company’s services, systems and processes.
• Track KPIs such as response time, resolution      rate, and customer satisfaction
• Coordinate with other departments to resolve      customer issues
• Prepare reports and recommend process      improvements
• Model professionalism and respect for team      members, other Cal-Waste employees, vendors and customers.

• Backup on answering telephones and communicating effectively with Residential, Commercial, Industrial customers and team members. 

• Communicates concise and accurate information.

• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.

• Process customer payments.

• Reviews accounts, selling new business to existing clients, and converting accounts to a higher level through inbound calls.

• Provides standard information and education regarding service options, charges, billing, and contracts.

• Use email professionally and effectively for communication with customers and team members. 

• Use dispatch radio to communicate with drivers and operational team members.

• Interact with walk-in customers. 

• Other duties as assigned.

QUALIFICATIONS, KNOWLEDGE, SKILLS

• Leadership and team management
• Excellent verbal and written communication
• Conflict resolution
• Problem-solving and decision-making
• Customer relationship Management
• Performance coaching
• Organization and multitasking

• 35 years of supervisory experience. 

• Experience with Soft-Pak a plus. 

• Experience with Office 360 including Word, Excel and Outlook a plus.

• Excellent customer service skills.

• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.

• Strong organizational skills and the ability to handle multiple tasks in a fast-paced environment.

• Ability to meet deadlines.

• Superior attention to detail. 

• Is consistently at work and on time.

• Be flexible and positive in a busy office environment.

• Bi-Lingual a plus.

Benefits:

Cal-Waste offers a great benefits package with health, dental, vision, life insurance, 401(k), vacation, sick leave, holidays and a simplified cafeteria plan along with a superior safety program.

Pay Range:

$73,000 - $78,000