Customer Service Supervisor

Job Description

Job Description

Burrtec is a well-established refuse and recycling collection company serving over fifteen municipalities throughout Southern California and employing over 1400 full-time employees. Burrtec continues to grow through acquisitions and successful bid proposals. Burrtec is a family-owned company that firmly believes the key element to our success is knowing how important each employee is in the organization.

We have a Customer Service Supervisorposition opening at our Azusa Hauling Division:

POSITION SUMMARY:

The Customer Service Supervisor is responsible for overseeing and guiding the day-to-day operations of the customer service team to ensure high levels of customer satisfaction and operational efficiency. This role coordinates the activities of Customer Service Representatives (CSRs), provides coaching and performance management support, and ensures adherence to company policies and quality standards. The supervisor monitors service levels, resolves escalated issues, and plays a key role in staff training, development, and recruitment. Additionally, the position supports billing processes, reporting, and operational planning, collaborating closely with Customer Service Managers (CSMs) and other departments to maintain timely and accurate service delivery. This role is critical in driving performance improvements, promoting accountability, and maintaining excellent customer relationships.

KEY RESPONSIBILITIES:

• Coordinates and directs the activities of all customer service representatives.
• Monitors customer satisfaction and resolves complaints.
• Maintain close contact with employees to ensure Customer Service Representatives meet customer retention goals, resolve customer issues in a timely, accurate and professional manner, and provide the highest level of customer satisfaction possible
• Supervise the work of Customer Service Representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
• Provide Customer Service Representatives with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes
• Ensure all daily, weekly, monthly, quarterly & yearly reports are done in a timely manner
• Supports CSM in discussing job performance problems with Customer Service Representatives in order to identify causes and issues, and to work on resolving problems
• Will support CSM and participate in all coaching sessions to include disciplinary action as deemed required
• First level in the recruitment and interview process for recommending Customer Service Representative candidates
• Supervisor will hold weekly coaching check-ins to evaluate and ensure staff is properly trained in all aspects of their job requirements
• Initiates monthly and quarterly billing and monitors credits and debits on all accounts.
• First level review for generating and processing refunds on a monthly basis, ensuring adherence to company policies and procedures while maintaining customer satisfaction and financial accountability
• Primary to set up lien timelines in proprietary systems and responsible for executing on task deadlines
• Prepares weekly, monthly and quarterly reporting to meet Municipal requests
• Primary on monitoring call queues for staffing, scheduling and support, working closely with CSMs at all Divisions
• Bi-weekly coaching sessions with CSRs to review schedule adherence, employee call efficiency and call productivity

QUALIFICATIONS:

• Minimum of two years’ experience supervising personnel in a customer service environment is required
• Intermediate knowledge of Accounting Principles

• Proficient typing skills
• Strong PC skills with proficiency in Excel and Word and ability to learn and utilize internal Customer Service Software

COMPETENCIES:

• Demonstrate leadership, problem solving and organizational skills and ability to maintain and promote a team oriented work environment

• Strong organizational skills and ability to motivate large groups

• Ability to multi-task and work well under pressure
• Ability to balance team and individual responsibilities and helps build a positive team spirit
• Proactively identify and resolve problems in a timely manner
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
• Ability to work in and/or back-up all incoming call queues
• Excellent verbal, written and analytical skills
• Good decision making, problem solving and communication skills
• Excellent customer service skills and ability to work in a fast paced environment

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• Standing and/or sitting for prolonged periods of time - up to 8 hours or more per day
• Manual dexterity and vision sufficient to operate a personal computer for long periods of time without experiencing abnormal hand, wrist, or eye strain
• Hearing sufficient to understand conversations, both in person and on the telephone
• Must have ability to operate computer, 10-Key calculator, and FAX machine
• Work area is primarily in an office setting and may have fluorescent lighting and air conditioning
• Will work in an office environment and have daily contact with the public

We offer competitive wages and an excellent benefits package, including 401k and 100% paid medical/dental/life insurance and holidays/vacation/PSL.