LRS
Join the role of
Supervisor Customer Experience
at
LRS .
Overview LRS is the industry leader in providing innovative and environmentally responsible waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and environmental preservation. We thrive on the passion and innovation of our employees to keep our communities beautiful.
Responsibilities
Supervise a team of customer service representatives, ensuring productivity and compliance with company guidelines.
Monitor and review calls, emails, chats and other customer correspondence to maintain quality service.
Prepare and analyze performance reports, highlighting achievements, gaps, and opportunities.
Collect and synthesize customer service data for internal and external reporting.
Create knowledge‑based documents such as FAQs and standard responses.
Identify opportunities for process improvement and recommend changes to the Director of Customer Service.
Assist with budget preparation for the Customer Service department.
Drive sales in specific business categories through the customer service queue.
Collaborate with the Training Supervisor to ensure ongoing training for the team.
Use a continuous‑improvement mindset to automate processes and increase efficiency.
Analyze metrics, develop optimization plans, and create new metrics to track performance.
Participate in escalation to resolution and conduct root‑cause analysis of call patterns.
Promote a culture of documenting and sharing processes and changes.
Maintain a positive, results‑oriented mindset and support teammates in achieving LRS standards.
Demonstrate proficiency with systems such as Xima, Trux, Towers, Salesforce, billing, MS Office and Excel.
Qualifications
Minimum 5 years of experience in a call center or customer service environment with direct customer contact.
Experience managing and grooming a team of customer service representatives.
Balanced demeanor and active listening skills suitable for cross‑team collaboration.
Strong data gathering and analysis skills using Excel.
Experience creating, sharing and monitoring customer service metrics and reports.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to resolve customer complaints and issues calmly and professionally.
Experience coaching and mentoring customer service representatives.
Proficiency with Microsoft Office Suite or related software.
Preferred waste or service industry experience.
Ability to navigate multiple computer network systems.
Bachelor’s degree preferred.
Physical Demands / Environmental Factors
Regularly sit, use hands, reach, talk or hear.
Occasionally stand, walk and lift or move up to 10 pounds.
Requires near, distance, depth vision and ability to adjust focus.
Occasional local travel.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
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Supervisor Customer Experience
at
LRS .
Overview LRS is the industry leader in providing innovative and environmentally responsible waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and environmental preservation. We thrive on the passion and innovation of our employees to keep our communities beautiful.
Responsibilities
Supervise a team of customer service representatives, ensuring productivity and compliance with company guidelines.
Monitor and review calls, emails, chats and other customer correspondence to maintain quality service.
Prepare and analyze performance reports, highlighting achievements, gaps, and opportunities.
Collect and synthesize customer service data for internal and external reporting.
Create knowledge‑based documents such as FAQs and standard responses.
Identify opportunities for process improvement and recommend changes to the Director of Customer Service.
Assist with budget preparation for the Customer Service department.
Drive sales in specific business categories through the customer service queue.
Collaborate with the Training Supervisor to ensure ongoing training for the team.
Use a continuous‑improvement mindset to automate processes and increase efficiency.
Analyze metrics, develop optimization plans, and create new metrics to track performance.
Participate in escalation to resolution and conduct root‑cause analysis of call patterns.
Promote a culture of documenting and sharing processes and changes.
Maintain a positive, results‑oriented mindset and support teammates in achieving LRS standards.
Demonstrate proficiency with systems such as Xima, Trux, Towers, Salesforce, billing, MS Office and Excel.
Qualifications
Minimum 5 years of experience in a call center or customer service environment with direct customer contact.
Experience managing and grooming a team of customer service representatives.
Balanced demeanor and active listening skills suitable for cross‑team collaboration.
Strong data gathering and analysis skills using Excel.
Experience creating, sharing and monitoring customer service metrics and reports.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to resolve customer complaints and issues calmly and professionally.
Experience coaching and mentoring customer service representatives.
Proficiency with Microsoft Office Suite or related software.
Preferred waste or service industry experience.
Ability to navigate multiple computer network systems.
Bachelor’s degree preferred.
Physical Demands / Environmental Factors
Regularly sit, use hands, reach, talk or hear.
Occasionally stand, walk and lift or move up to 10 pounds.
Requires near, distance, depth vision and ability to adjust focus.
Occasional local travel.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
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