Customer Service Supervisor

Position Summary

5280 Waste Solutions is seeking a Customer Service Supervisor to lead and develop a growing team of 4+ Customer Service Representatives who serve as both the front line of customer support and inside sales for our residential, commercial, compost, and construction roll-off lines of business. This role owns the day-to-day performance of the call center, ensuring every call is answered, every customer receives consistent, high-quality service, and every sales opportunity that comes through the phone is converted at an industry-leading rate. The Supervisor will build and enforce standardized processes, coach and develop the team, and serve as the connective tissue between Customer Service and Sales, Operations, and Finance leadership.

Key Responsibilities

Team Leadership & Supervision

• Directly supervise, schedule, and coach a team of 4+ Customer Service Representatives / inside sales agents
• Set clear performance expectations and conduct regular one-on-ones, call reviews, and coaching sessions
• Support hiring, onboarding, and training as the team grows
• Build a culture of accountability, consistency, and customer-first service

Call Center Performance

• Own call center KPIs including answer rate, abandonment rate, average handle time, and service level
• Monitor and report on inbound-to-sale conversion rates; drive the team toward industry-best conversion percentages
• Identify trends in call volume, staffing needs, and service gaps, and adjust staffing or scheduling accordingly

Process & Quality

• Develop, document, and enforce standardized processes and scripts across all service lines: residential, commercial, compost, and roll-off
• Conduct quality assurance reviews to ensure consistent, professional customer interactions
• Continuously identify and implement process improvements to increase efficiency and customer satisfaction

Cross-Functional Coordination

• Partner with Sales leadership on pricing, promotions, and inside sales strategy
• Coordinate with Operations on route capacity, service issues, and escalations
• Work with Finance on billing questions, account adjustments, and reporting needs
• Escalate and help resolve complex customer issues that require cross-departmental input

Reporting

• Prepare and present regular performance reports to leadership, including conversion rates, call metrics, and team performance

Qualifications

Required

• 2+ years of supervisory experience in a call center or customer service environment
• Demonstrated track record of managing team performance against measurable KPIs
• Strong communication, coaching, and conflict resolution skills
• Comfortable working with data and reporting to drive decisions
• Ability to manage competing priorities across multiple service lines

Preferred

• Experience in the waste management, recycling, or environmental services industry
• Experience with Navusoft, Starlight, or StopSuite
• Experience supervising a team that handles both service support and inside sales

What Success Looks Like

• All inbound calls are answered promptly and consistently across residential, commercial, compost, and roll-off lines
• Inbound-to-sale conversion rate meets or exceeds industry benchmarks
• The team operates from documented, standardized processes with minimal variance in service quality
• Sales, Operations, and Finance view Customer Service as a reliable, proactive partner

5280 Waste Solutions is an equal opportunity employer.

Pay: $58,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person