Customer Service Manager (CSM)

POSITION SUMMARY: Manages the customer service department to ensure customer satisfaction, increased efficiency, and business results.

Responsibilities

• Manages customer service department.
• Directly responsible for supervision of employees, including hiring, scheduling, corrective action and other related issues. Sets performance standards to meet or exceed service goals of the division(s).
• Works closely with other division managers to ensure customer satisfaction, increased efficiency and business results.
• Analyzes and understands customer service trends based on complaints, secret shopper and other reports.
• Continuously evaluates and improves processes and procedures.
• Assists staff with their needs, resolves concerns and difficulties.
• Resolves customer service issues that have been escalated from CSRs or division supervisors.
• Leads and motivates team to meet company-wide service goals.
• Coaches CSRs to provide excellent customer service to all customers.
• Works effectively with customers, vendors, peers, and management.
• Runs various reports and reviews results with division management.
• Performs other job-related duties as assigned.

Skills

• Experience within the Waste Management field is preferred but not necessary.
• Proven customer support experience or experience as a client service supervisor or manager or similar area.
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree or equivalent
• Bi-lingual is a plus

The position is full time, 40+ hrs a week with benefits - Medical, Dental, Vision, & 401k retirement

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Experience:

• Customer Service: 2 years (Required)

Work Location: One location