Customer Service Supervisor – Call Center | Lansing, Michigan

Customer Service Supervisor – Call Center | Lansing, Michigan

Job Category:
Customer Solutions

Requisition Number: CUSTO
001107

Posted:
July 23, 2026

Full-Time On-site East Lansing, MI 48823, USA

Top Reasons to Apply

• Industry-leading retirement benefit:
  Up to 15% company 401(k) contribution with no match required
• Lead and develop a team that directly impacts customer satisfaction and retention
• Highly visible leadership role with opportunities to influence department performance
• Join a stable, family-owned company with more than 60 years of success
• Opportunity to drive process improvements and elevate the customer experience

Job Details

• Full-time
• Exempt
• Customer Solutions Department
• Monday – Friday, 8 a.m. – 5 p.m.

What You'll Get

• Up to 15% 401(k) contribution (no match required)
• Competitive salary (based on experience)
• Health, dental and vision insurance
• Paid time off + holidays
• Career growth and leadership development opportunities
• Supportive, team-oriented work environment

What Makes Granger Different

• People-First Culture:
  We invest in coaching, development and career growth
• Commitment to Service:
  Delivering exceptional experiences to customers and communities
• Collaborative Environment:
  Work closely with operations, accounting and leadership teams
• Stability & Growth:
  More than 60 years of success with continued investment in people and innovation

Why Join Granger

If you're ready to move beyond managing daily customer service issues and want the opportunity to develop employees, influence departmental performance and drive meaningful improvements to the customer experience, Granger offers the support, stability and visibility to help you succeed. You'll lead a talented team, collaborate with leaders across the organization and build your career with a company that invests in both its people and their future—including an industry-leading 401(k) contribution of up to 15%.

What You'll Do

Customer Solutions Leadership

• Supervise customer solutions representatives and CSR leads
• Hire, onboard, train and develop team members
• Conduct performance evaluations and wage reviews
• Provide ongoing coaching, feedback and professional development
• Foster accountability through clear goals, expectations and performance management practices

Process Improvement & Performance Management

• Analyze team performance and service metrics
• Prepare reports and provide updates to the customer solutions manager and other leadership
• Assist in developing training programs, procedures and onboarding materials
• Monitor special projects and ensure deadlines and objectives are achieved
• Identify opportunities to improve service quality, efficiency and customer satisfaction

Cross-Functional Collaboration

• Work with Operations and Accounting to resolve customer concerns
• Support department initiatives and administrative projects
• Collaborate across teams to improve the overall customer experience
• Serve as a resource for escalated account situations and operational challenges

Key Skills & Expertise

• Customer service leadership
• Call center operations management
• Team coaching and development
• Performance management
• Workforce scheduling and resource planning
• Quality assurance and customer experience improvement
• Conflict resolution and escalated issue management
• Process improvement and continuous improvement
• Microsoft 365 proficiency
• Customer relationship management (CRM) software experience

What We're Looking For

• High school diploma or GED required
• Minimum 4 years of experience in customer service, call center operations or a related field within the last five years
• Minimum 2 years of supervisory experience in a call center, customer service environment or equivalent leadership role
• Intermediate proficiency in Microsoft 365 applications
• Experience with customer relationship management (CRM) systems
• Strong communication, coaching and leadership skills
• Ability to analyze problems, make sound decisions and drive results
• Demonstrated ability to lead teams through change and develop employee performance

Safety Sensitive Information

This position is designated safety-sensitive. The associate will operate a vehicle or other equipment on behalf of Granger Waste Services as an essential function…