Customer Service Supervisor
Modern Disposal Services, Inc.

Job Info

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Position Summary

The Customer Service Supervisor has overall responsibility for the Customer Service Center’s operations and employee leadership ensuring a high level of customer satisfaction, customer relations, performance and quality standards.

Essential Responsibilities

• Provides day-to-day management and support to customer service staff. Champion customer-focused culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership.
• Responsible for the center’s operational optimization through use of effective metrics for staffing, scheduling, and call volume forecasting.
• Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity, and sales. Recognize performance trends, perform cause analysis, and identify opportunities for improvement adjusting to meet set standards.
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
• Develop effective job aids and tools to efficiently complete everyday tasks.
• Compiles all customer service reporting requirements.
• Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities.
• Resolving conflicts or complaints from customers and employees.
• Establishing and achieving business and profit objectives.

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



Education and Experience

• Minimum 4 years of supervisory experience with direct reports in a large call center environment.
• Bachelors Degree or equivalent work experience, preferred.
• Customer Service-related training certificates and effective communication training certificates; preferred
• Competency in the following computer programs: MS Excel, Word, Outlook.
• Ability to work effectively and collaboratively with all company divisions in a way that promotes supervisory success as well as overall company success.
• Strength in initiative-taking, and a demonstrated track record in proactively identifying improvement opportunities and acting upon them.
• Ability to work efficiently and maximize productivity.
• Commitment to integrity and ethical behavior and the proven ability to maintain confidentiality.
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
• Time and project management skills.

Modern Corporationprovides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job has expired.