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 www.cal-waste.com.
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