Customer Service Supervisor

About the Company:

GreenWaste® has been an industry leader in recycling and waste diversion for more than 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. Limited job-related travel may be required.

Position Summary:

Essential Functions and Responsibilities:

Customer Service & Call Management

• Oversee, manage, and respond to high volumes of customer inquiries with accuracy, professionalism, and urgency.
• Take ownership of escalated or complex customer issues, ensuring prompt resolution and clear follow-up.
• Ensure all customer interactions are accurately documented in the company database.
• Monitor call quality and service standards, providing coaching and feedback to team members.

Team Leadership & Development

• Supervise, train, and mentor Customer Service Representatives and Dispatchers to meet and exceed performance goals.
• Develop and implement training programs to improve technical knowledge, communication skills, and problem-solving abilities.
• Foster a positive, collaborative, and high-energy work environment that promotes teamwork, accountability and solution-oriented outcomes.
• Provide ongoing performance feedback and conduct regular evaluations and administer corrective action as needed.
• Drive accountability through consistent application and enforcement of internal protocols and attendance guidelines.

Operational Coordination

• Serve as the primary liaison between Customer Service, Dispatch, Drivers, Route Supervisors, Outreach Coordinators, and Management.
• Assist in scheduling and workload distribution to ensure optimal coverage and efficiency.
• Coordinate with Supervisors and Managers on operational priorities, service updates, and special projects.
• Assist with jurisdictional requests, special projects, and reporting requirements.

Process Improvement & Reporting

• Identify opportunities to streamline processes and improve efficiency without sacrificing quality.
• Track and analyze call center metrics to ensure service level agreements are met.
• Support the development of policies, procedures, and best practices to enhance customer satisfaction and operational performance.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Strong leadership, coaching, and mentoring abilities with a focus on developing team talent.
• Exceptional customer service orientation with the ability to remain calm and professional under pressure.
• Excellent problem-solving and decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Outlook, Word, and Excel; ability to learn company-specific software systems (e.g., Tower).
• Strong verbal and written communication skills with attention to detail.
• Proactive, enthusiastic, and adaptable with strong interpersonal skills.

Qualifications:

• 2+ years of supervisory experience in customer service and/or dispatch environment
• 3+ years of experience in a high-volume call center or dispatch role.
• Proven track record of meeting performance goals and driving team success.
• Strong analytical skills with the ability to interpret data and create actionable plans.
• Experience with Tower system preferred.
• Bilingual in English and Spanish preferred.

Language Skill:

• Proficiency in English and/or Spanish.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to physically push, pull and lift objects up to 20lbs.
• Prolonged standing or walking (events).

Work Environment:

Typical work week is Monday through Friday daytime schedule. However, semi-frequent early morning, evening, weekend, and holiday work will be required. Will be exposed to outdoor weather conditions when attending events. Travel is also an essential part of this position.

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. Esta Organización Participa en 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.

GreenWaste Core Values

Integrity

Do what’s right for each other and our communities.

Teamwork

Work together to help our communities thrive.

Creativity

Experiment and try something new, big or small.

Innovation

Champion ideas that drive sustainability every day.