Supervisor, Customer Service

Summary:

The Customer Service Supervisor is responsible for the coaching, development, and day to day management of the Customer Service Department. This role is as focused on the improvement of the customer service team as it is on the improvement of the customer experience. Through workforce planning, real-time coaching, process improvement and creation, and call monitoring, the Customer Service Supervisor is dedicated to leading the front-line customer service representatives to achieve and provide the ideal customer experience for each caller.

Essential Duties & Responsibilities

• Plan and oversee the day-to-day staffing and activities of the Customer Service Center. Oversee the day-to-day staffing activities of assigned team in the Customer Service Center. 
• This position will provide hands on & developmental supervision their assigned Customer Service Reps.
• Observe Customer Service Reps and review call recordings for coaching/development opportunities and to validate that all calls are handled in compliance with Company procedures and best practices.
• Work directly with personnel in developing their customer service skills rooted in knowledge, support, and empathy to drive positive change in individual/team performance as well as the customer experience
• Interview, hire, and onboard new team customer-focused team members to meet headcount needs for both temporary and full-time positions
• Assist management in determining staffing requirements for all shifts and breaks to ensure proper coverage in line with average call volume and SLA requirements
• Consistently work with Sr. Management in determining/improving processes and priorities through the creation and implementation of departmental operations, training, and best practices to align with company-wide goals & initiatives
• Ensures performance issues and any departmental workplace conflict is addressed in a timely, empathetic, and efficient manner. This includes acknowledging when escalation to Sr. Management or Human Resources is necessary and executing that escalation timely.
• Handle and diffuse escalated customer calls in order to determine a solution or next step in alignment with department best practices and company policies and procedures
• Work with other interdepartmental functions, such as Dispatch, Operations and Preferred Client Services (PCS) to design, develop, and improve in-house processes, policies, and expectations that will benefit the customer experience and company operations.
• Consistently evaluate department (both staff and processes) for opportunities for improvement and additional training
• Investigate methods for improved reporting practices to provide Sr. Management with clear, concise, and accurate data regarding departmental performance, successes/challenges, and trends I would delete this one. This is more on JPs plate. Or change wording to make suggestions 
• Utilize improved reporting methods to effectively measure, track, and document the quality and performance of our Call Center Representatives for Sr. Management as well as performance management (both day to day and during annual review cyle)
• Display ability to manage self and others through change in a constructive and professional manner
• Demonstrate flexibility and agility in thinking and practices to meet the needs and expectations of our customers, the team, and the organization as a whole
• Perform other duties and special projects as assigned by management.

Knowledge, Skills, & Abilities:

• Excellent problem-solving skills with a demonstrated empathetic and constructive approach
• Demonstrated flexibility and agility in both thinking and execution
• Demonstrated desire for improvement for both people and processes with an emphasis on development and coaching
• Exceptional phone etiquette with experience in high-volume call centers and multi-line phone systems
• High proficiency in Microsoft Office Suite
• Strong technical knowledge and ability to learn new systems (both internal and 3rd party)
• Ability to communicate clearly and effectively to all levels of the organization as necessary
• Demonstrated focus on customer service and the quality of customer experience
• Ability and willingness to follow all company policies and procedures

• Bachelor Degree in Business, Human Resources, Finance or related field and/or more than 3 years of training experience in a Call Center environment. 
• Bachelor’s degree for this role isn’t required.  An Associates is preferred; however, 3 or more years Supervisor experience in a fast-paced call center 
• Must be located within a commutable distance to a Wind River Environmental branch that is admin-accessible

EEO Statement:

Wind River Environment LLC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

“Wind River Environmental participates in E-Verify. Additional information is available in English (PDF) and Spanish (PDF).”