Area Customer Service Manager

Roll Off Solutions LLC•Parker, CO

4h•$85,000 - $100,000•Onsite

About The Position

The Area Customer Care Manager is a senior leadership role responsible for driving a consistent, high-quality customer experience across an assigned division. This role oversees all customer service teams supporting municipal, commercial, industrial, and roll-off customers, ensuring service excellence across the entire customer lifecycle. As the division’s owner of the customer experience, this leader partners closely with Operations, Dispatch, Sales, Finance, and Technology to align service delivery with business goals. The ideal candidate understands the realities of waste hauling operations and knows how to balance strong customer advocacy with disciplined execution, standardization, and accountability. This is a high-impact role for a leader who thrives in cross-functional environments and wants to shape how customers experience Apex every day.

Requirements

Leadership of customer service organizations across multiple teams or locations
Management of managers, supervisors, and frontline customer service employees
Exposure to municipal, commercial, industrial, or roll-off customers in an operations-driven environment
Partnership with Operations, Dispatch, and Driver leadership to improve service reliability and resolve issues
Ownership of complex customer escalations, including missed services, service delays, container issues, and billing disputes
Accountability for standardized customer care processes and workflows across teams or regions
Responsibility for staffing models, coverage standards, and performance expectations aligned with service levels
Working knowledge of customer service metrics such as service completion, missed pickup rate, first-contact resolution, and customer satisfaction (NPS)
Involvement in customer onboarding, renewals, account transitions, and pricing-related communications
People-centered leadership with the ability to coach, develop, and hold teams accountable
Strong operational judgment with the ability to balance customer advocacy and disciplined execution
Effective cross-functional collaboration, particularly with Operations, Dispatch, Sales, and Finance
Ability to analyze customer complaints and service trends to identify root causes and drive corrective action
Data-driven decision-making using KPIs, dashboards, and performance reporting
Confident escalation management and problem-solving skills
Clear, professional communication across all levels of the organization
Ability to represent the voice of the customer in leadership and cross-functional discussions
Comfort using CRM platforms, customer service tools, and reporting systems
Ability to lead change, enforce standards, and improve processes in a fast-paced environment

Nice To Haves

Associate’s or Bachelor’s degree in Business, Management, Communications, or a related field preferred
Equivalent combination of education and relevant industry experience will be considered

Responsibilities

Lead, coach, and support customer service managers, supervisors, and representatives across the division
Standardize customer care practices to deliver a consistent experience across onboarding, service scheduling, container delivery, pickups, and billing support
Partner with Operations, Dispatch, and Driver leadership to improve service reliability and resolve issues quickly
Own and manage customer escalations, including missed services, delays, container issues, contamination concerns, and billing disputes
Set staffing models, coverage standards, and performance expectations aligned with service levels and business demand
Ensure strong first-contact resolution, with the majority of inquiries resolved at Level 1
Own key customer service metrics, including service completion, missed pickup rate, first-contact resolution, and customer satisfaction (NPS)
Use customer feedback, complaint trends, and AI-enabled insights (call analytics, sentiment analysis, QA scoring) to identify risks and drive continuous improvement
Partner with Sales on customer onboarding, renewals, at-risk accounts, and price increase communications to support retention and growth
Act as the voice of the customer in division leadership discussions and cross-functional initiatives