Customer Service Manager - Call Center Manager

Job Description:

The Customer Service Manager manages the daily operations of the Customer Service team to support the garbage collection and trash disposal services for the communities it serves. Work is performed under the limited supervision of the Vice President of Operations.

Sign-on bonus for qualified candidates.

Direct Supervisory Responsibilities:

• Manages the Customer Service team (Call Center, Customer Support, Data Analytics, Dunning AR and Dispatch) at multiple sites.

• Evaluate and analyze performance metrics, trends in product, and delivery of exceptional Customer Service.

• Responsible for billing activities, reporting, internal controls and other account functions.

Duties/Responsibilities:

Staff Function

• Ensure through training and work atmosphere that all operational staff maintain a professional, courteous demeanor and provide both internal and external Customer Service of the highest quality at all times.

• Establish, analyze, and maintain performance metrics and service levels for Customer Service teams.

• Sets expectations to ensure Leads are providing coaching to create an engaging work environment, drive a culture of continual service improvement and deliver exceptional Customer Service.

• Conducts employee performance evaluations. Addressing performance and/or behavior issues, clarifying expectations and providing feedback.

Customer Function

• Reviews and evaluates work to ensure quality, timeliness of customer engagement and quality control in adherence to policies and procedures.

• Active involvement with execution of company operational policies and compliance to facilitate a quality Customer Service experience by using a variety of customer channels (phone, email, etc.)

• Optimizing processes and procedures on goods and services delivery to support growing business opportunities.

Billing Function

• Responsible for customer accounts, notifications and billing functions, while maintaining highest standard of financial controls, accuracy and efficiency.

• Assures a system of appropriate cash handling, record keeping of billing activity and other internal controls.

• Manages billing changes and/or upgrades.

• Analyzes and assures compliance with laws, codes and regulations governing garbage services.

Skills Preferred:

• Visionary with emphasis on utilization of technology.

• Innovative ideas and self-starter.

• Strong analytical and problem-solving skills.

• Organizational abilities and detail oriented.

• Working knowledge of customer relationship management (CRM).

• Excellent oral and written skills.

• Proficient with Microsoft Office Suite including TEAMS, Word, Outlook, and Excel.

      Relocation assistance is available for candidates relocating for this role.