Customer Service Supervisor – Call Center | Lansing, Michigan

Safety-sensitive position: the associate will operate a vehicle or other equipment on behalf of Granger Waste Services as an essential job function and must comply with all safety, drug, and alcohol policies.

About the Role

Join a stable, family-owned company with over 60 years of success in a highly visible leadership role. You’ll lead and develop a team that directly impacts customer satisfaction and retention, with opportunities to influence department performance and drive process improvements. This is a full-time, exempt position in the Customer Solutions Department.

Responsibilities

• 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 leadership
  • Assist in developing training programs, procedures, and onboarding materials
  • Monitor special projects to 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

Requirements

• 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

Skills

• 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

Benefits

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

Schedule

Monday – Friday, 8 a.m. – 5 p.m.

Why Join Us

• 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: Over 60 years of success with continued investment in people and innovation

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.