Customer Resource Supervisor

Customer Resource Center Supervisor

With general direction from the Customer Resource Center (CRC) Senior Manager, the Customer Resource Center Supervisor leads customer resource representatives, utilizing a hands-on approach, customer centric, and data driven approach to ensure consistent and effective delivery of customer service activities. The Customer Resource Center Supervisor may act as manager on duty in the absence of other managerial personnel, when needed, to provide management support and handle urgent matters at the CRC.

Principle Responsibilities:

• Utilizes the Performance Management discipline to effectively plan time, communicate performance to agents, regularly analyze agent and team-level performance results and administer Simple and Complex Coaching Plans to address/improve behaviors and maximize performance.
• Leads Customer Resource Representatives performing customer service activities including responding to service inquiries, retaining existing accounts and resolving problems.
• Responsible for the hiring, training, coaching, and performance management of Customer Resource Representatives. Actively interacts with team to nurture and support employee engagement.
• Conducts side-by-side observations and quality assurance reviews to ensure quality customer interactions and productivity procedures are followed.
• Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening and call control techniques.
• Responds in a professional and courteous manner to escalated customer service concerns in order to reach an effective resolution. This may entail coordinating with, and working through, other departments, including Sales, Operations and Accounting, to resolve issues.
• Manages support functions for the team, ensuring access to systems such as Salesforce, the Cisco telephone system and other systems required to achieve targets/goals.
• Monitors and assesses the department's operational performance and trends to adjust activities as appropriate.
• Analyzes a number of data elements to evaluate Customer Resource Representative performance, reviews and understands customer needs based on customer feedback, call monitoring and various information sources. Uses information received to make recommendations to support business goals.
• Performs other job-related duties as assigned or apparent.

Qualifications:

• Experience utilizing reporting tools to analyze data and develop related action plans.
• Prior Republic Services experience.
• Waste industry knowledge
• Bilingual skills

Minimum Qualifications:

• High school diploma or G.E.D.
• Minimum of 1 year of customer service call center experience.
• Minimum of 1 year of supervisory experience or experience in a lead role

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:
Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services' commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.

About The Company

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2025, Republic's total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment…