Customer Service Manager

Rumpke Careers•Cincinnati, OH

18d

About The Position

The Customer Service Manager provides daily, hands-on leadership for the customer service team and oversees customer service functions throughout the customer relationship, from initial inquiry through cancellation of service. The role establishes and develops best-practice standards and implements sales, service, and technology enhancements. It manages customer inquiries and related functions to support prompt, efficient, high-quality service, and is responsible for the overall strategy and direction of the customer service department. This position manages 6–10 employees and oversees and directs other managers. It requires the ability to travel between offices as needed, work flexible hours—including nights, weekends, overtime, and holidays when necessary—and remain available for 24-hour emergency calls. Physical requirements include continuous sitting, occasional standing and walking, occasional lifting, carrying, pushing, or pulling up to 10 pounds, and rare lifting, carrying, pushing, or pulling up to 20 pounds. Applicants must be legally eligible to work in the United States, be able to read and speak English, and successfully complete pre-employment testing. A valid driver’s license is required if applicable.

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 be persuasive while prioritizing customer satisfaction.
Ability to motivate staff and hold the team accountable to performance standards.
Strong 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.
Ability to read and speak English.
Successful completion of pre-employment testing.
Valid driver’s license, if applicable.
Ability to travel between offices as required.
Ability to work flexible hours and nights, weekends, overtime, and holidays as needed, and be available for 24-hour emergency calls.

Nice To Haves

Waste industry experience.
Experience with SharePoint, One Note, Soft Pak, and AS-400.

Responsibilities

Provide leadership, strategic development, and management oversight to the assigned call center operation.
Monitor calls, emails, and chats and related metrics; allocate resources to support timely responses, quality service, and quantitative standards.
Use systems and reporting to coordinate staffing and adjust schedules in real time 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 progress toward performance goals.
Evaluate, promote, hire, terminate, and discipline employees; provide personnel counseling and recommend wages.
Minimize customer abandonment while promoting profitable growth across 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, if needed.
Perform other duties as assigned.