Customer Retention Supervisor jobs in Vallejo, CA

Mt. Diablo Resource Recovery is a modern, progressive recycling and resource recovery company with deep roots in local tradition and a clear vision of its contributions to our community's future. As a 2023 Great Place to Work Certified company, we value loyalty and recognize our employees' hard work, and our competitive compensation and comprehensive benefits program reflect this. If you are as passionate about sustainability as we are and want to join a team devoted to doing their best work, please apply!

Job Summary:

The Customer Service Supervisor will oversee and manage a team of customer service representatives, ensuring exceptional service delivery and customer satisfaction. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for providing outstanding customer support.

Essential Job Functions:

• Collaborate with manager to ensure department Key Performance Indicators are met.
• Oversee cash handling procedures, including counting cash boxes and reconciling discrepancies.
• Serve as the primary point of contact for escalated customer concerns.
• Address questions and concerns raised by employees.
• Resolve escalated account issues that do not require management intervention.
• Facilitate open communication between CSR team members and management.
• Help implement training programs to equip team members with the skills and knowledge to handle customer inquiries effectively and handle customer inquiries effectively and to provide exceptional service.
• Provide support to CSR staff by answering their questions related to customer service.
• Assist customers in a professional and friendly manner. Help with account-related requests, such as understanding bills, processing payments, Debris box orders, and resolving service issues.
• Offer guidance and training to coworkers to enhance their skills and performance.
• Generate work orders for appropriate drivers based on customer requests.
• Contact customers to address issues reported by drivers and ensure timely resolution.
• Reviewing daily reports.
• Effectively communicate service options, payment methods, and account changes to residential and commercial customers.
• Edit and prorate accounts as needed and create work orders for service requests.
• Share insights with colleagues and supervisors to identify opportunities for improving customer service and fostering teamwork.
• Ensure Policies and procedures are followed.
• Manage ADP for designated office.
• Complete additional assignments as needed upon request.

Required Knowledge, Skills, and Abilities:

• High School diploma or GED equivalent.
• Minimum of two years of supervisory experience.
• Possession of a valid Driver’s License.
• Flexibility to work after-hours as needed.
• Proficient typing skills.
• Eagerness and capacity to learn Soft-Pak.
• Proficiency in Microsoft Office suite, particularly Excel.
• Strong communication skills, both written and verbal, for professional correspondence via email and telephone.
• Demonstrated excellence in time management and task prioritization.
• Ability to efficiently plan, organize, and oversee multiple tasks.
• Proven ability to collaborate positively within a team dynamic.

Additional Information:

• Salary Range: $75,000 - $78,000 annual salary; exempt
• Schedule: Monday - Friday, 8am - 5pm

Working Conditions:

• Possibility of driving to other offices for staffing needs.

Direct Reports:

• CSR 1 & CSR 2s

MDRR is an equal-opportunity employer. This job ad should not be considered a complete description of the position.