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Customer Service Supervisor

As a Customer Service Supervisor, you are responsible for the Corporate Office Customer Service Center — ensuring a high level of customer satisfaction and customer relations, as well as leading staff management, performance and quality standards. Work is often performed within tight time constraints calling for excellence under pressure. Unusual hours may be required from time to time. The Customer Service Supervisor is a salaried position.

Key Position Responsibilities and Accountability

Ensure work is performed in accordance with industry standards and best practices, following federal and state regulations for Rogue Waste System’s Mission Vision and Values

  • Troubleshooting day-to-day operations within the department
  • Manage department staff schedules to ensure appropriate coverage
  • Maintain accurate payroll records
  • Support staff in phone responsibilities and answer customer calls in the queue in a timely manner
  • Assist with quality control, department standards and team goals
  • Prepare assigned reports accurately and timely
  • Assist with escalated customer service complaints as quickly as possible, providing resulting feedback
  • Participate in departmental communications of all types — including staff meetings, process changes and organizational information within the Rogue Waste Systems family of companies
  • Support inter-department communication throughout the organization
  • Assist in selection, orientation, training, performance, development and retention of qualified staff
  • Identify areas for staff training and develop appropriate training plans
  • Participate in employee performance evaluations
  • Communicate clearly and proactively with multiple groups, including customers, staff and the general public
  • Assume primary billing responsibilities for Rogue Disposal & Recycling and provide key support to other Rogue Waste Systems billing needs
  • Assume additional responsibilities as needed, with little or no supervision
  • Plus other related duties, as assigned

Position Requirements

  • Bachelor’s Degree in Business, Management or a related discipline, or the equivalent in education and experience
  • Prior customer service supervisory experience
  • Prior accounting or billing experience, preferred
  • Solid waste industry experience is preferred, but not required
  • Demonstrated managerial and leadership skills
  • Self-starter with the ability to work collaboratively with others
  • Ability to plan, organize and prioritize
  • Ability to collect, maintain and analyze data
  • Excellent oral and written communication skills, including the ability to speak, read, write legibly, and follow verbal and written instructions
  • Ability to provide constructive feedback and coaching to assigned staff
  • Ability to mentor and lead while maintaining a customer satisfaction focus
  • Must be flexible, dependable, responsive, and creative
  • Must be an accurate, efficient, detail-oriented problem solver
  • Must be computer proficient at word processing, spreadsheets, email and data base management, as well as industry specific systems
  • Must exhibit a high degree of diplomacy in dealing with all types of customers, both in person and over the phone

Conditions of Employment

Candidates for this position must meet the above requirements and successfully pass pre-employment examinations, including a drug screen, as well as a computation, reading, writing and oral communications skills assessment.

  • Division/Department: Customer Service
  • Reports to: Customer Service Manager
  • Location: One West Main Street in downtown Medford
  • Employee Status: Regular full time, 40 hour week
  • Work Schedule: Scheduled work is Monday through Friday, 8 am to 5 pm. Additional work on other days may be required as needed. Work day includes two paid 15 minute rest periods and a 30 minute unpaid meal period.
  • Probationary Period: Three months

Benefits

  • Wages: TBD based on experience and qualifications
  • Vacation: Refer to Employee Handbook for vacation vesting
  • Benefits: Medical, dental and vision benefits for employees and dependents (see company benefit plan descriptions)

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