Customer Service Manager

Rumpke Waste & Recycling • Colerain Township, OH

7h

About The Position

The Customer Service Manager provides daily, hands-on leadership for the customer service team and oversees customer service functions from a prospective customer’s initial contact through the end of their subscription. The role develops best-practice standards and implements sales, service, and technology enhancements. It manages and coordinates customer service operations to provide prompt, efficient, high-quality service, and is responsible for the overall strategy and direction of the customer service department.

The manager oversees a call center operation, monitors inquiry volume and performance, coordinates staffing and real-time schedule adjustments, coaches associates, and maintains training and development programs. The role also manages personnel decisions, supports profitable growth, controls departmental budgets, and may assist with reviewing and updating contracts generated through customer calls. The position manages 6–10 employees and oversees and directs other managers.

Requirements

• At least 3 years of supervisory or management experience in a call center.
• At least 3 years of customer service experience, including monitoring calls, third-party billing, and credits.
• Proven excellent customer service skills and the ability to persuade customers while prioritizing customer satisfaction.
• Ability to motivate staff and hold the team accountable to performance standards.
• Excellent organizational skills.
• Strong written and oral communication skills.
• Decisive judgment and decision-making skills in personnel management.
• Exceptional interpersonal skills.
• Ability to coach and develop associates successfully.
• Proficiency with Microsoft Office.
• Legally eligible to work in the United States.
• Valid driver’s license, if applicable.
• Must successfully complete pre-employment testing.
• Must be able to read and speak English.

Nice To Haves

• Waste industry experience.
• Experience with SharePoint, OneNote, Soft Pak, and AS-400.

Responsibilities

• Provide leadership, strategic development, and management oversight for the assigned call center operation.
• Monitor calls, emails, and chats and their associated metrics; direct resources to ensure timely responses, quality service, and quantitative standards.
• Use systems and reporting to coordinate staffing and make real-time schedule adjustments during peak volume periods.
• Coach customer service associates, monitor inquiry quality and professionalism, and conduct call reviews and scoring.
• Forecast and monitor inquiry volume and company activity, maintain call center performance history, and share trends and patterns to assess the impact of company activity and customer relations.
• Maintain training and development programs, set performance standards, and monitor performance goal attainment.
• Evaluate, promote, hire, terminate, and discipline personnel; provide counseling and recommend wages.
• Minimize customer abandonment while promoting profitable growth across all lines of business.
• Complete departmental budgeting, forecasting, and cost control.
• Assist with data entry to review and update contracts for sales generated through customer calls, as needed.
• Perform other duties as assigned.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Matching 401(k)
• Life insurance
• Paid vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed