Customer Service Supervisor

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.
• Adju…