Customer Resource Supervisor

POSITION SUMMARY: 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) • Benefits: 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 facilities, and landfills. Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer. Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 42,000 team members understand that it's not just what we do that matters, but how we do it. Our company values guide our daily actions: Safe : We protect the livelihoods of our colleagues and communities. Committed to Serve : We go above and beyond to exceed our customers’ expectations. Environmentally Responsible: We take action to improve our environment. Driven : We deliver results in the right way. Human-Centered: We respect the dignity and unique potential of every person. We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 5.1 million people in 2024 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods. STRATEGY Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets. We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation. With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers. Recycling and Waste We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs. Environmental Solutions Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need. Sustainability Innovation Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth. The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. These innovative sites process rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America. Our customers are increasingly looking for decarbonization solutions, and we are leveraging our network of landfills to meet that need. Republic is committed to harnessing landfill gas, a natural byproduct of decomposing waste, and converting it to energy. Republic has partnered with renewable gas developers to construct Renewable Natural Gas (RNG) plants at our landfills, expanding beyond the 77 projects we currently have to make progress towards our goal to beneficially reuse 50% more biogas by 2030 (2017 baseline year). RECENT RECOGNITION Barron’s 100 Most Sustainable Companies CDP Discloser Dow Jones Best-In-Class Indices Ethisphere’s World’s Most Ethical Companies Fortune World’s Most Admired Companies Great Place to Work Sustainability Yearbook S&P Global