Customer Service Team Lead

4 weeks ago

Dayton, Ohio, United States Rumpke of Ohio, Inc. Full time
Job Title: Customer Service Supervisor

Job Summary:

The Customer Service Supervisor plays a vital role in leading the customer service team to deliver exceptional service to our customers. This position is responsible for providing daily hands-on leadership, direct support, and guidance to the team to ensure efficient and effective responses to customer inquiries.

Key Responsibilities:

  • Support customer service team tasks, including data entry, phone support, email, and social media, while researching customer issues and inquiries using available resources.
  • Process account adjustments, complete Recycling Rebates, Route Auditor findings, and update database worksheets, as well as review and close residential and commercial work orders.
  • Balance multiple projects effectively and recommend systemic improvements to enhance customer satisfaction.
  • Set and communicate expectations, administer accountability standards, and process evaluations, while leading and coaching employees to achieve performance goals.
  • Oversee training and development programs, assist with new hire selection, employee compliance, terminations, disciplines, and personnel counseling.
  • Maintain a positive and professional work atmosphere, promoting good relationships with customers, clients, co-workers, and management.
  • Keep information confidential and comply with company data integrity and security policies.

Requirements:

  • Spanish bilingual skills are preferred.
  • Ability to motivate staff and deal effectively with performance issues to meet standards, with proven leadership skills.
  • Exceptional interpersonal skills, judgment, and decision-making skills in areas of personnel management.
  • Must be able to communicate with internal and external contacts on a professional level, presenting and maintaining a professional appearance and demeanor.
  • Efficient and effective work habits to work both independently and as a team, meeting or exceeding call center standards.
  • Advanced computer proficiency in Windows and Microsoft Office applications, such as Excel, Word, PowerPoint, Outlook, etc.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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