Customer Service Manager

Roll Off Solutions LLC•Parker, CO

22h•$70,000 - $76,000•Onsite

About The Position

We are dedicated to providing exceptional waste management services to our community. We believe in safety, reliability, and environmental responsibility. Our team is committed to ensuring waste is collected, handled, and disposed of in a sustainable and efficient manner. The Customer Service Manager is responsible for leading and developing the customer service team to deliver exceptional service to residential, commercial, and municipal waste customers. This role serves as the bridge between customers and operations, ensuring service issues are resolved quickly, routes are supported effectively, and customer retention goals are met. The ideal candidate understands the fast-paced, field-driven nature of the waste industry and can balance customer satisfaction with operational realities.

Requirements

3–5 years of customer service experience, with at least 2 years in a leadership or supervisory role
Prior experience in the waste, recycling, transportation, logistics, or other field-based service industries preferred
Experience managing high call volumes, customer escalations, and service recovery
Proven track record of leading teams, improving customer satisfaction, and reducing complaints
Experience working cross-functionally with operations, dispatch, sales, and billing teams
Familiarity with municipal contracts, service level agreements (SLAs), and route-based service models a plus
Strong leadership, coaching, and team-development skills
Excellent verbal and written communication abilities
Ability to de-escalate customer issues while balancing operational constraints
Strong problem-solving and decision-making skills
High level of organization and attention to detail
Ability to analyze trends and performance metrics to drive improvements
Proficiency with CRM, billing, and routing systems
Ability to thrive in a fast-paced, high-volume service environment
High school diploma or GED required
Equivalent combination of education and relevant industry experience will be considered

Nice To Haves

Prior experience in the waste, recycling, transportation, logistics, or other field-based service industries preferred
Familiarity with municipal contracts, service level agreements (SLAs), and route-based service models a plus
Bilingual (English/Spanish) preferred but not required
Associate’s or Bachelor’s degree in Business, Management, Communications, or a related field preferred

Responsibilities

Lead, coach, and manage customer service representatives (CSRs)
Set performance expectations, monitor KPIs, and conduct regular coaching and reviews
Train team members on systems, policies, service standards, and industry regulations
Foster a customer-focused, accountability-driven culture
Oversee handling of service requests, complaints, and escalations (missed pickups, container issues, billing inquiries, service changes)
Ensure timely and accurate resolution of customer issues
Partner with sales and operations to improve customer retention and satisfaction
Develop and implement customer service standards and best practices
Act as the primary liaison between customer service and operations (dispatch, drivers, supervisors)
Communicate service disruptions (weather, equipment issues, holidays) to customers
Support route changes, container deliveries, and service modifications
Participate in daily/weekly operational meetings as needed
Track and analyze customer service metrics (call volume, resolution time, complaints, retention)
Identify trends and root causes of recurring service issues
Recommend and implement process improvements
Prepare reports for leadership on customer service performance
Ensure adherence to company policies, safety standards, and regulatory requirements
Maintain accurate customer records in CRM, routing, and billing systems
Support system implementations or upgrades as needed