Customer Service Supervisor #6677

GROW WITH US

As the largest 100% employee-owned company in the resource recovery industry, Recology has a unique workplace culture that guides how we support employees, interact with our customers, service our communities, and care for our environment.

We are a team of trusted advisors and partners committed to superior customer service. We are a diverse group with a shared commitment to excellence and providing high caliber service. We are a collaborative and supportive team and looking for a motivated self-starter to join us!

We encourage Recology employees to G.R.O.W. with Us professionally and personally by:

• Giving Back to our communities.
• Recovering Resources to achieve their best and highest use.
• Owning a company that provides quality service and protects the environment.
• Working Together to achieve our common vision, a world without waste.

You can G.R.O.W. with Us by becoming our Customer Service Supervisor

THE ROLE

Oversees customer service team and applies acquired knowledge of industry, organization, services, and policies to provide efficient and courteous customer service by telephone and/or personal contact.  Ensures services are provided in a courteous manner by observing customer service standards, established by management. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

ESSENTIAL RESPONSIBILITIES INCLUDE, AND ARE NOT LIMITED TO:

• Coordinates and oversees the work of customer service team.
• Provides information about collections, rates, billing, and account status promptly and correctly.
• Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
• Communicates with customers, peers, subordinates, supervisors and managers, and representatives from other departments or subsidiaries about current customer service standards and service options.
• Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties, as appropriate.
• Expedites communications and services between customers and co-workers by radio, in person, or through written communications to coordinate services, records, and account status, with minimal reliance on direct supervision.
• Participates in, and may coordinate training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.
• Handles hot calls; escrow; bankruptcies; delinquent accounts by telephone contact and monitors delinquent accounts to point of resolution.
• Assists in preparing and reviewing accounts payable related audit requests.
• Supports Accounts Payable Manager in preparation of monthly AP dashboard.
• Builds and maintains effective working relationships with business partners and customers.
• Sets, commits to, and maintains high standards for quality work and responsiveness in providing accounting and financial services.

QUALIFICATIONS 

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying.  A typical way to qualify is:

• Three years of related customer service experience, including at least one year of experience as a lead or supervisor in a customer service department.
• Principles of personnel training, supervision and evaluation.
• Supervisory techniques, resource allocation, planning and budgeting.
• Technical and professional principles, practices, laws, applications and programs in position-related area including specific customer service procedures, record-keeping practices.
• Current developments and trends in areas of customer service, accounting, etc.
• Computer programs, including Microsoft Office suite of applications.
• High school diploma or GED required.
• Bachelor's degree preferred.

Skill and/or Ability to: