USA Waste and Recycling
Customer Service Supervisor
USA Waste and Recycling
USA Waste and Recycling, Inc
USA Waste is at the forefront of waste hauling and processing - innovating every step as we work to find the best solutions for safe and efficient residential and commercial services. From building the country's largest state‑of‑the‑art recycling facility to powering our buildings with solar energy and fueling our trucks with all‑American natural gas, we are committed to you, our communities, and the planet.
Our story started with a single truck. In 1974, founder Guy "Sonny" Antonacci and his wife, Mary Ann, began Somers Sanitation - named after our hometown of Somers, Connecticut. Today, three generations of family and a dedicated team of professionals are leading our companies into the future. While our fleet, facilities, services, and family have all grown, we take pride in continuing to operate our businesses based on the fundamental principle that has guided us since the beginning - to provide exceptional service and innovation to the communities and people we serve.
Join a team committed to taking big leaps forward to remain at the forefront of sustainability.
Some see waste. We see possibilities.
Position Summary The Customer Service Supervisor is responsible for leading, coaching, and developing a team of Customer Service Representatives (CSRs) to deliver reliable, high‑quality customer experience across all channels. This role ensures adherence to company policies, service standards, and regulatory requirements while driving performance, employee engagement, and continuous improvement.
This position plays a critical role in frontline leadership by managing day‑to‑day customer service operations, handling escalations, monitoring performance metrics, and serving as a liaison between Customer Service leadership and frontline employees. The Supervisor is expected to be a visible, hands‑on leader who balances customer advocacy with sound business decision‑making.
Role and Responsibilities Team Leadership & Performance Management
Leads and supports up to 15 Customer Service Representatives, fostering a culture of accountability, collaboration, and customer centricity.
Provides regular coaching, feedback, and performance guidance through quality reviews, one‑on‑one meetings, and side‑by‑side observations.
Reinforces service standards, operational priorities, and the company's Promise through consistent communication and leadership presence.
Customer Experience & Escalation Management
Serves as an escalation point for complex or sensitive customer issues, ensuring timely resolution aligned with company policies and customer expectations.
Balances customer satisfaction, operational efficiency, and financial responsibility when resolving customer issues.
Partners with Customer Service leadership to identify recurring customer issues and recommend improvements to processes, policies, or training.
Operational Oversight & Metrics
Monitors individual and team performance against service standards by reviewing call recordings, customer feedback, and quality results to identify trends and coaching opportunities.
Collaborates with leadership to support staffing needs, schedule adherence, and workload distribution.
Supports the adoption and effective use of contact center technology, including telephony, software, and quality monitoring tools.
Continuous Improvement & Cross‑Functional Collaboration
Identifies operational gaps and inefficiencies and contributes to improvement ideas to enhance service delivery and customer outcomes.
Partners with internal teams such as Sales, Operations, Billing, and IT to support seamless customer handoffs and issue resolutions.
Participates in projects, pilots, and initiatives related to process improvement, system enhancements, and service optimization.
Compliance & Professional Standards
Ensures compliance with company policies, procedures, and applicable regulatory requirements.
Exercises sound judgment and discretion when handling confidential or sensitive employee and customer information.
Supports onboarding and training of new employees by reinforcing service standards, expectations, and best practices.
Adjusts responsibilities as needed to meet changing business needs.
Knowledge, skills, and abilities:
Detail‑oriented with strong organizational skills
Effective time management and prioritization skills
Clear and effective verbal and written communication skills
Strong problem‑solving and root cause analysis
Able to manage multiple tasks and high‑volume calls.
Ability to lead and motivate a team in a fast‑paced environment
Ability to interpret performance data and translate insights into action
Ability to adapt to changing business needs and volume
Excellent verbal and written communication skills
Proficient in basic computer applications and systems
Basic reading, writing, and arithmetic skills.
Requirements:
High School diploma or equivalent
1‑3 years related customer service experience.
2 years of experience in a supervisory capacity or related experience.
Ability to learn proprietary systems and contact center software
Experience in customer service and the waste/recycling industry is preferred.
This Position Features:
Family‑Oriented Environment
Excellent Benefits and Bonus Potential
Physical Demands:
Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday.
Required to exert physical effort in handling objects less than 30 pounds rarely.
This position requires on‑site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.
Local travel
USA Waste and Recycling, Inc. EEO Statement:
The Company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally‑protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally‑protected status.
#J-18808-Ljbffr
USA Waste and Recycling
USA Waste and Recycling, Inc
USA Waste is at the forefront of waste hauling and processing - innovating every step as we work to find the best solutions for safe and efficient residential and commercial services. From building the country's largest state‑of‑the‑art recycling facility to powering our buildings with solar energy and fueling our trucks with all‑American natural gas, we are committed to you, our communities, and the planet.
Our story started with a single truck. In 1974, founder Guy "Sonny" Antonacci and his wife, Mary Ann, began Somers Sanitation - named after our hometown of Somers, Connecticut. Today, three generations of family and a dedicated team of professionals are leading our companies into the future. While our fleet, facilities, services, and family have all grown, we take pride in continuing to operate our businesses based on the fundamental principle that has guided us since the beginning - to provide exceptional service and innovation to the communities and people we serve.
Join a team committed to taking big leaps forward to remain at the forefront of sustainability.
Some see waste. We see possibilities.
Position Summary The Customer Service Supervisor is responsible for leading, coaching, and developing a team of Customer Service Representatives (CSRs) to deliver reliable, high‑quality customer experience across all channels. This role ensures adherence to company policies, service standards, and regulatory requirements while driving performance, employee engagement, and continuous improvement.
This position plays a critical role in frontline leadership by managing day‑to‑day customer service operations, handling escalations, monitoring performance metrics, and serving as a liaison between Customer Service leadership and frontline employees. The Supervisor is expected to be a visible, hands‑on leader who balances customer advocacy with sound business decision‑making.
Role and Responsibilities Team Leadership & Performance Management
Leads and supports up to 15 Customer Service Representatives, fostering a culture of accountability, collaboration, and customer centricity.
Provides regular coaching, feedback, and performance guidance through quality reviews, one‑on‑one meetings, and side‑by‑side observations.
Reinforces service standards, operational priorities, and the company's Promise through consistent communication and leadership presence.
Customer Experience & Escalation Management
Serves as an escalation point for complex or sensitive customer issues, ensuring timely resolution aligned with company policies and customer expectations.
Balances customer satisfaction, operational efficiency, and financial responsibility when resolving customer issues.
Partners with Customer Service leadership to identify recurring customer issues and recommend improvements to processes, policies, or training.
Operational Oversight & Metrics
Monitors individual and team performance against service standards by reviewing call recordings, customer feedback, and quality results to identify trends and coaching opportunities.
Collaborates with leadership to support staffing needs, schedule adherence, and workload distribution.
Supports the adoption and effective use of contact center technology, including telephony, software, and quality monitoring tools.
Continuous Improvement & Cross‑Functional Collaboration
Identifies operational gaps and inefficiencies and contributes to improvement ideas to enhance service delivery and customer outcomes.
Partners with internal teams such as Sales, Operations, Billing, and IT to support seamless customer handoffs and issue resolutions.
Participates in projects, pilots, and initiatives related to process improvement, system enhancements, and service optimization.
Compliance & Professional Standards
Ensures compliance with company policies, procedures, and applicable regulatory requirements.
Exercises sound judgment and discretion when handling confidential or sensitive employee and customer information.
Supports onboarding and training of new employees by reinforcing service standards, expectations, and best practices.
Adjusts responsibilities as needed to meet changing business needs.
Knowledge, skills, and abilities:
Detail‑oriented with strong organizational skills
Effective time management and prioritization skills
Clear and effective verbal and written communication skills
Strong problem‑solving and root cause analysis
Able to manage multiple tasks and high‑volume calls.
Ability to lead and motivate a team in a fast‑paced environment
Ability to interpret performance data and translate insights into action
Ability to adapt to changing business needs and volume
Excellent verbal and written communication skills
Proficient in basic computer applications and systems
Basic reading, writing, and arithmetic skills.
Requirements:
High School diploma or equivalent
1‑3 years related customer service experience.
2 years of experience in a supervisory capacity or related experience.
Ability to learn proprietary systems and contact center software
Experience in customer service and the waste/recycling industry is preferred.
This Position Features:
Family‑Oriented Environment
Excellent Benefits and Bonus Potential
Physical Demands:
Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday.
Required to exert physical effort in handling objects less than 30 pounds rarely.
This position requires on‑site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.
Local travel
USA Waste and Recycling, Inc. EEO Statement:
The Company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally‑protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally‑protected status.
#J-18808-Ljbffr