Job Description
Customer Service Manager
Department: Customer Service
Reports To: Director of Operations / Executive Management
FLSA Status: Salary Exempt
Position Summary
The Customer Service Manager is responsible for overseeing and managing all customer service activities to ensure efficient operations, high customer satisfaction, and consistent service delivery. This position provides leadership, direction, and support to Customer Service Representatives (CSRs) and other customer service personnel while ensuring customer inquiries, complaints, service requests, and account issues are handled promptly and professionally.
The Customer Service Manager works closely with Operations, Dispatch, Sales, Billing, and other departments to resolve customer concerns, improve internal processes, and maintain strong customer relationships. This position is responsible for developing a customer-focused team, establishing performance expectations, and ensuring the department operates efficiently and effectively.
Essential Duties and Responsibilities
Department Management & Leadership
- Oversee the daily operations of the Customer Service Department, including supervision of Customer Service Representatives and other assigned personnel.
- Provide leadership, direction, coaching, and ongoing support to customer service staff.
- Establish departmental goals, performance expectations, and accountability standards.
- Monitor employee performance, productivity, attendance, and customer service quality.
- Conduct employee training, performance evaluations, and coaching as needed.
- Ensure appropriate staffing, scheduling, and coverage to meet daily business demands.
- Foster a positive, professional, and team-oriented work environment.
Customer Relations & Service
- Ensure customer inquiries, complaints, and service requests are addressed promptly, professionally, and effectively.
- Handle escalated customer complaints and resolve complex service issues.
- Monitor customer satisfaction and identify opportunities to improve the customer experience.
- Ensure customers receive accurate information regarding services, schedules, billing, and account matters.
- Promote customer retention through effective problem resolution and relationship management.
- Address recurring customer concerns and work with appropriate departments to prevent future issues.
Operations & Department Coordination
- Work closely with Dispatch and Operations to coordinate service-related issues, missed pickups, route concerns, schedule changes, and special requests.
- Communicate customer concerns and service expectations to the appropriate operational personnel.
- Partner with Sales to support new customer accounts, service changes, and customer retention efforts.
- Coordinate with Billing and Accounts Receivable to resolve billing questions, payment concerns, and account discrepancies.
- Ensure customer account information, service details, and communications are accurate and maintained appropriately.
- Identify communication gaps between departments and implement improvements.
Process Improvement & Reporting
- Develop, implement, and maintain customer service procedures, policies, and departmental standards.
- Monitor call volume, response times, complaint trends, resolution times, and other key performance indicators.
- Review customer service processes to identify inefficiencies and opportunities for improvement.
- Prepare and communicate departmental reports and performance updates to management.
- Ensure customer service personnel are properly utilizing company software and systems.
- Recommend process improvements that support efficiency, customer retention, and overall company performance.
Qualifications
- Previous experience in customer service management or a supervisory role, preferably in the waste management, transportation, logistics, or service industry.
- Strong leadership, communication, interpersonal, and problem-solving skills.
- Demonstrated ability to supervise, motivate, coach, and develop employees.
- Excellent customer relations and conflict-resolution skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Proficient in Microsoft Office and comfortable working with customer service, billing, and operational software.
- Ability to work collaboratively with multiple departments and levels of management.
Core Competencies
- Leadership and employee development
- Customer service excellence
- Accountability and decision-making
- Conflict resolution and problem-solving
- Communication and teamwork
- Organization and time management
- Process improvement
- Customer retention and relationship management
Work Environment
This position primarily works in an office environment and requires regular interaction with employees, customers, vendors, and management. Occasional interaction with field operations and other company locations may be required.
Disclaimer
This job description is intended to describe the general nature and level of work performed by the employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or reassign duties as business needs require.