Customer Service Supervisor

WIN Waste Innovations is looking for a Customer Service Supervisor at our corporate office in Portsmouth, NH. The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

• Hires entry-level customer service employees.
• Trains new employees in the company's customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team's performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.
• Maintain positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, co-workers and management.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelor's degree preferred.
• At least three years of customer service experience required.
• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

What You'll Enjoy:

• Industry leading benefits
• Multiple and flexible medical plans
• Outstanding PTO program
• Floating Holidays
• Strong 401k program and company match
• Tuition reimbursement plan
• College loan reimbursement
• College scholarship program for dependents
• Parental Leave Program
• Inclusive culture
• Employee engagement events
• Employee resource groups

WIN Waste Innovations is a waste management company committed to delivering essential waste management solutions to customers and communities supported by our team of 2,300 employees. We believe in preserving our environment for future generations while providing for today's needs. WIN Waste Innovations is a vertically integrated business with a platform of 50 strategically located collection, transfer, and disposal assets. These include waste-to-energy facilities, transfer stations, ash monofills, landfills, and fleets of rail cars and collection vehicles. We process more than 11 million tons of waste annually, converting 6.7 million tons of waste into clean, renewable energy that powers 340,000 homes. We recycle more than 234,000 tons of plastic, paper, and metals from the waste stream.

At WIN Waste Innovations, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.