Customer Service Supervisor in Galt, California at California Waste Recovery Systems LLC

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