Customer Care Manager

Reworld Waste•Works from home NJ, CT

2d•$95,200 - $126,700•Remote

About The Position

The Mgr, Customer Care will work closely with the Sr Director, Customer Care to implement and ensure adherence to the streamlining and transforming of the Client Services infrastructure across all MPF locations. Ensure that the quality and effectiveness of services provided to our clients are top quality and are in accordance with company policies, practices, and procedures.

Requirements

High School Diploma / GED required.
3-5 years of experience in Client Services
Extensive leadership and team building skills
Experience in project management
Must exercise good judgement and problem-solving skills
Demonstrate attention to detail and time management
Ability to analyze information and suggest improvements
Proficient in Microsoft Office, specifically Outlook, Word, and Excel
Excellent written and verbal communication skills
All Reworld positions require a candidate's ability to perform the duties and responsibilities of the role while upholding Reworld's Values, including (but not limited to) contributing to a safe and inclusive workplace, delivering results through trust, and building breakthrough capabilities.

Responsibilities

Hire, train & develop customer service personnel across all MPF locations.
Complete yearly reviews and develop goals for personal to support the company, region, and department.
Establish standard job descriptions and roles and responsibilities for all Client Services positions.
Work with Sr Director, Customer Care in defining a strategy to reorganize the Customer Service Department
Achieve budgeted revenue targets related to assigned book of customers.
Mentor and manage Account Managers in achieving individual revenue quotas.
Grow and foster a Customer First Culture: provide timely, reliable, accurate information and documentation to our customer base.
Champion Customer Service commitment to same day response for all internal/external customer inquiries.
Train and coach customer service representatives to ensure quality and standardization of rolls, responsibilities, system utilization and overall service delivery.
Build on-call scheduling function including definition and measurement of KPIs.
Participate in client review meetings and sales presentations as required.