Customer Service Supervisor

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Position Description: Customer Service Supervisor

**Target Salary:** $54,655 - $64,300 *(Wage dependent on experience and geographic location)* **State:** California **Department:** Customer Service **Apply Now**

**City:** Fortuna **Location:** 1148 Recology Eel River, Fortuna **Subsidiary Name:** Recology Eel River

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 **GROW** 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 **GROW** 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 the 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 and 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:

• Promote the WASTE ZERO philosophy by making the best and highest use of all resources as well as finding ways to use waste products in ways that benefit the environment
• Develop strategies to effectively manage current and future challenges and opportunities, develop recommendations and actionable plans
• Define issues and focus on achieving workable solutions, generate innovative ideas to develop or improve existing systems
• Demonstrate the ability to use computers and technology capabilities
• Demonstrate strong proficiency and knowledge in areas of expertise as well as company business and proficiency in strategic and financial processes
• Communicate well both verbally and in writing, listen to and understand various viewpoints, share relevant information timely, provide constructive feedback, maintain professionalism
• Present ideas effectively to individuals or groups and deliver presentations suited to the characteristics and needs of the audience
• Effectively and productively engage with others and establish trust, credibility, and confidence
• Promote collaboration and assist others with their initiatives and efforts
• Motivate and empower others to achieve objectives and to develop a culture where employees feel ownership in what they do
• Attract, develop, and retain good people, allow opportunities for self and others to reach their full potential, build and share knowledge and expertise
• Listen to and build customer relationships, increase customer satisfaction, and ensure commitments are met

RECOLOGY OFFERS

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper
• A creative and caring culture that values community diversity, altruism, accountability, collaboration, and learning by doing
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize
• Distinct professional challenges to connect with, care for, and grow a community that sees a world without waste

RECOLOGY BENEFITS MAY INCLUDE

• Paid time off and paid holidays
• Health and wellness benefits including medical, dental, and vision
• Retirement plans
• Employee Stock Ownership Plan (401k with match)
• Annual wellness incentives
• Employee Assistance Program (EAP)
• Educational assistance
• Commuting benefits
• Employee referral program

**SUPPLEMENTAL INFORMATION** Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job, and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application.