USA Waste & Recycling ยท 12 hours ago
Customer Service Supervisor
Enfield, CT
Full-time
Onsite
Mid, Senior Level
2+ years expUSA Waste and Recycling, Inc. is a leader in waste hauling and processing, committed to sustainability and innovation. The Customer Service Supervisor is responsible for leading and developing a team of Customer Service Representatives to ensure a high-quality customer experience while managing day-to-day operations and driving performance improvements.
LandscapingRecyclingRentalWaste Management
Responsibilities
Leads and supports up to 15 Customer Service Representatives, fostering a culture of accountability, collaboration, and customer centricity
Provides regular coaching, feedback, and performance guidance through quality reviews, one-on-one meetings, and side-by-side observations
Reinforces service standards, operational priorities, and the company's Promise through consistent communication and leadership presence
Serves as an escalation point for complex or sensitive customer issues, ensuring timely resolution aligned with company policies and customer expectations
Balances customer satisfaction, operational efficiency, and financial responsibility when resolving customer issues
Partners with Customer Service leadership to identify recurring customer issues and recommend improvements to processes, policies, or training
Monitors individual and team performance against service standards by reviewing call recordings, customer feedback, and quality results to identify trends and coaching opportunities
Collaborates with leadership to support staffing needs, schedule adherence, and workload distribution
Supports the adoption and effective use of contact center technology, including telephony, software, and quality monitoring tools
Identifies operational gaps and inefficiencies and contributes to improvement ideas to enhance service delivery and customer outcomes
Partners with internal teams such as Sales, Operations, Billing, and IT to support seamless customer handoffs and issue resolutions
Participates in projects, pilots, and initiatives related to process improvement, system enhancements, and service optimization
Ensures compliance with company policies, procedures, and applicable regulatory requirements
Exercises sound judgment and discretion when handling confidential or sensitive employee and customer information
Supports onboarding and training of new employees by reinforcing service standards, expectations, and best practices
Adjusts responsibilities as needed to meet changing business needs
Qualification
Required
High School diploma or equivalent
1-3 years related customer service experience
2 years of experience in a supervisory capacity or related experience
Ability to learn proprietary systems and contact center software
Detail-oriented with strong organizational skills
Effective time management and prioritization skills
Clear and effective verbal and written communication skills
Strong problem-solving and root cause analysis
Able to manage multiple tasks and high-volume calls
Ability to lead and motivate a team in a fast-paced environment
Ability to interpret performance data and translate insights into action
Ability to adapt to changing business needs and volume
Excellent verbal and written communication skills
Proficient in basic computer applications and systems
Basic reading, writing, and arithmetic skills
Preferred
Experience in customer service and the waste/recycling industry
Benefits
Family-Oriented Environment
Excellent Benefits and Bonus Potential
Company
USA Waste & Recycling
USA Waste & Recycling, Inc.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Bill Harju
Chief Financial Officer
G
Guy Antonacci
Founder
Recent News
Business Wire
2025-10-31
Hartford Business Journal
2025-01-11
Company data provided by crunchbase