Customer Service Supervisor

GreenWaste is hiring a Customer Service Supervisor in Marina, CA, with a salary of $75,000-$85,000 per year. The role involves managing customer service operations, handling escalated complaints, scheduling, payroll processing, and staff training. Candidates should have 5 years of relevant experience and be proficient in English and/or Spanish. The position requires physical activity and is not remote, as it requires working from the office.
Title: Customer Service Supervisor

FLSA Status: Exempt

Reports To: General Manager

Pay: $75,000-$85,000/yr

About The Company

GreenWaste has been an industry leader in recycling and waste diversion for 40 years and is on a growth trajectory after private equity investment in 2021. Our business was founded on principles of environmental sustainability, and innovation is a cornerstone of our ongoing operations and growth strategy. GreenWaste specializes in all aspects of material collection, processing, and sales, tailoring our service offerings to the unique needs of our customers and communities, and helping to shape the evolution of the solid waste and recycling industry. We work directly with 20+ municipalities and 50+ jurisdictions, operate highly regulated facilities in 10+ locations, and have 1,000+ employees.

We are seeking an experienced, successful, and engaged Customer Service Supervisor to join our team. This position is expected to work out of our office at 14207 Del Monte Blvd. in Marina and limited job-related travel may be required.

Position Summary

GreenWaste is seeking to fill the position of Customer Service Supervisor to provide support to one or more facilities. This role’s main functions include scheduling and approving time off, payroll inquiries, payroll processing. This role is also responsible for workforce and daily attendance, interviewing and hiring new candidates, and adhering to franchise requirements for Customer Service performance.

Essential Functions And Responsibilities
• Taking customer escalated complaint calls or supervisor calls
• Resolving customer complaints/issues
• Answering/assisting with CSR questions
• Pull up calls for CSRs/whoever needs a call reviewed
• Monitor and cover the queues during busy times or short staffed/take calls
• Make sure CSR side jobs are being done/ assist if there is a lot/ assist if that CSR is out
• Credit card refunds once credits approved
• Forward check refund tasks once credits are approved to Josh Dingman
• Approving credits $20.00 and under
• Office supply order
• Correcting accounts with service issues/updating accounts if driver reports different inventory on site)
• Correcting accounts with billing issues (applying credits, etc.)
• Process mail from Marina and SJ office
• Reverse billing from work orders per request
• Approve held work orders
• CSR training/delegate a CSR to assist with training
• Assist both dispatch departments with work order requests and customer call out requests
• Assist collections department with customer requests or billing disputes
• Occasionally run open tasks report in tower

Knowledge, Skills, And Abilities
• Ability to work well with other employees in a team environment and communicate to ensure safety
• Ability to multitask

Qualifications
• 5 years of relevant experience

Language Skill
• Proficiency in English and/or Spanish

Physical Demands
• Ability to physically push, pull and lift objects up to 25 lbs.
• Constant bending and twisting
• Frequent standing, walking and semi-frequent sitting
• Ability to sit at a computer for prolonged periods

Work Environment

Typical work week is Monday through Friday. Will be exposed to outdoor weather conditions. Ability to work in setting with frequent changes in equipment, start/end time, service city/town and routes based on the operational needs for the day and or week.

Compensation And Benefits

Financial compensation will be commensurate with applicable experience. GreenWaste offers a competitive benefits package, including paid time off, holiday pay, 401K benefits, FSA, and full employee coverage for medical, dental and vision insurance.

This Organization participates in E-Verify.

GreenWaste provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, and/or local laws.