Customer Service Supervisor - Full-time

Position Summary:

With general direction from the Customer Service Sr Manager or business unit or area leadership, this role supervises customer service representatives utilizing a hands-on approach to ensure consistent and effective delivery of customer service activities including responding to service inquiries, problem resolution, and retaining accounts. Customer Service Supervisor also may act as manager on duty in the absence of other managerial personnel, when needed, to provide management support and handle urgent matters at the location.


Principal Responsibilities:

* Supervises Customer Service Representatives performing customer service activities including responding to service inquiries, retaining existing accounts, and problem resolution including, but is not limited to, hiring, training, and coaching representatives. Additionally, takes corrective action to manage performance as appropriate and ensures accurate processing of employee payroll.
* Conducts side-by-side observations and quality assurance (call monitoring) reviews to ensure quality customer interactions and productivity procedures are followed.
* Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening, and call control techniques.
* Responds in a professional and courteous manner to escalated customer service concerns to reach an effective resolution. This may entail coordinating with and working through other departments, including sales, operations and accounting to resolve issues.
* Manages support functions for the team ensuring access to systems such as Salesforce.com, Cisco telephone system, and other systems required by the customer service department to achieve targets/goals.
* Monitors and assesses the department's operational performance and trends to adjust activities as appropriate. Based on current and historical data ensures the most efficient use of labor while balancing quality levels of customer service.
* Analyzes and understands customer needs based on customer feedback, call monitoring and various information sources. Uses information received to make recommendations to support business goals.
* Provides back-up support to the customer service center to respond to calls during staffing shortages, high volume activity or as needed.
* Performs other job-related duties as assigned or apparent.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.


Preferred Qualifications:

* Bachelor's Degree in Business, Communications, Sales and Marketing.
* Previous experience within Republic Services.


Minimum Qualifications:

* High School diploma or G.E.D certification.
* At least 1 year of supervisory experience or experience in a lead role.


Other Knowledge, Skills & Abilities:

* Effective leadership skills with demonstrated excellence in motivating, developing and retaining frontline employees in a collaborative environment.
* Good organization and time management skills and the ability to set priorities and accomplish objectives to meet deadlines in a fast-paced, highly structured environment.
* Good written and oral communication with strong interpersonal and listening skills to effectively respond to and resolve internal and external customer service requests and issues.
* Successful sales experience and strong closing skills.
* Ability to foster a customer service and sales attitude with team members while maintaining a positive working relationship between employees and peers.
* The ability to model and promote ethical behavior.
* The ability to extrapolate from historical data and current events to anticipate business needs and plan accordingly.
* Effective problem solving skills.