Supervisor, Customer Service Position Available In Capitol Planning Region, Connecticut

Supervisor, Customer Service 2.6 2.6 out of 5 stars 755 Winding Brook Drive, Glastonbury, CT 06033 Company Overview National Waste Associates specializes in commercial waste management, serving organizations with 50 to 5,000 locations across North America. We partner with a diverse range of industries, ensuring efficient waste solutions that help our clients save on costs and improve service quality. Summary The Supervisor, Customer Service will manage the daily workflow of the customer service team. They will serve as first-level management escalation point and will be responsible for coordinating with other departments to satisfactorily resolve customer issues. The ideal candidate will also prepare and analyze financial data related to customer waste output, provide relevant reporting as needed, and support senior management in the implementation of policies and procedures, along with the onboarding of new hires and client locations.

Responsibilities:

• Supervises the day-to-day activities of the customer service team consisting of up to (5) full-time employees.
• Monitor, maintain and optimize production activities; satisfactorily achieving departmental KPI’s.
• Ensure that inbound and outbound client communications are managed timely.
• Develop and implement negotiation strategies to promote customer retention.
• Conduct quality assurance audits of employee CRM activities.
• Engage, support and track training/development of customer service staff.
• Proactively identify and propose service and product solutions to incumbent customer contacts.
• Partner with internal compliance manager to ensure all client locations meet local, state and federal waste regulations.
• Collaborate with other business areas in identifying and implementing countermeasures to mitigate service escalations.
• Audit monthly customer invoices and work with the customer service team to remedy erroneous charges.
• Lead relevant special projects and ancillary tasks as assigned.

Requirements:

• Minimum of 7 years’ experience in account management and/or customer service.
• Minimum of 3 years’ managerial experience in account management and/or customer service within a business-to-business service organization.
• Waste management and/or facility management experience desired.
• 1 year Sales experience (Preferred)
• 1 year demonstrated proficiency in Microsoft Office applications (Required)
• 1 year demonstrated ability CRM platforms i.

e. Oracle, SalesForce, IBM/AS400 (Required) Ability to

Relocate:

• Glastonbury, CT 06033: Relocate prior to start date (Required)

Work Location:

• On-site/In Person (Remote Work Unavailable) If you are passionate about delivering outstanding customer service and want to make a difference in the waste management industry, we invite you to apply today!

Job Type:

Full-time Pay:

$60,000.00 – $70,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Shift:

Day shift Ability to

Commute:

Glastonbury, CT 06033 (Required) Ability to

Relocate:

Glastonbury, CT 06033: Relocate before starting work (Required)

Work Location:

In person