Customer Service Manager

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

The Customer Service Manager will play a key role in providing daily hands-on leadership for the customer service team. This position has responsibility for customer service functions from the point a prospective customer initiates contact until they no longer subscribe to Rumpke's service. This role will oversee and develop best practice standards and implement sales, service and technology enhancements. The Customer Service Manager will manage, monitor, provide hands-on leadership for the team and coordinate customer service functions ensuring prompt, efficient, quality service by effectively managing the dynamics of customer inquiries. This position is responsible for the overall strategy and direction of the customer service department.

Responsibilities of Position:

• Provide leadership, strategic development and management oversight to the assigned call center operation
• Monitor customer inquiry (calls, emails, chats) volume and associated metrics, directing available resources as necessary to ensure timely response and quality service while achieving quantitative standards
• Utilize the system and available reporting to assist with coordination of adequate staffing; exercise real-time schedule adjustments based on peak volume periods
• Individually coach customer service associates to ensure quality servicing of all inquiries; monitor call content for quality and professionalism performing call reviews and associated scoring
• Forecast and monitor inquiry volume and company activity, maintain a history of call center performance, and disseminate report trends and patterns to gauge impact of company activity and customer relations
• Maintain effective training and development programs, set performance standards and monitor performance goal attainment
• Evaluate, promote, hire and terminate, discipline, provide personnel counseling, and recommend wages
• Minimize customer abandonment, while promoting profitable growth in all lines of business
• Complete departmental budgeting, forecasting and cost control
• Assist with data entry functions for reviewing and updating contracts for sales generated through customer calls if needed
• Perform other duties as assigned

Supervisory Responsibility:

• This position will manage 6-10 employees
• This position will oversee and direct other managers

Skills & Abilities Needed for Position:

• Proven excellent customer service skills; ability to be persuasive with customers keeping "customer satisfaction" as a guiding factor
• Ability to motivate staff and hold team accountable to performance standards
• Excellent organizational skills
• Strong written and oral communication skills
• Decisive judgment and decision-making skills in areas of personnel management
• Exceptional interpersonal skills
• Ability to successfully coach and develop associates
• Proficient with Microsoft Office

Experience & Knowledge Needed for Position:

• 3+ years of previous supervisory/management experience in a call center
• 3+ years of previous customer service experience - monitoring calls, 3rd party billing, credits, etc.
• Broad knowledge and background in customer center management, marketing, sales, service, delivery and work force planning
• Waste industry experience preferred
• SharePoint, One Note, Soft Pak and AS-400 experience preferred

Physical Requirements in a Regular Workday:

• Occasionally lifting/carrying/pushing/pulling a max of 10 lbs
• Rarely lifting/carrying/pushing/pulling a max of 20 lbs
• Continuously sitting; occasionally standing/walking

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required
• Ability to work flexible hours; expected to work nights and weekends as needed
• Ability to work overtime, weekends, and/or holidays
• Must be available for 24-hour emergency calls
• 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 the English language

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.