We are seeking an experienced Customer Service Manager to lead and develop a customer service team within a fast-paced waste and recycling operation. The successful candidate will be responsible for driving service excellence, improving customer satisfaction, and supporting operational performance through effective leadership and process management.
Key Responsibilities
- Manage and lead daily customer service operations, ensuring high levels of customer satisfaction.
- Supervise, coach, and develop customer service representatives to achieve performance goals.
- Monitor service metrics, KPIs, and customer feedback to identify improvement opportunities.
- Handle escalated customer inquiries, complaints, and service-related issues.
- Collaborate with Operations, Dispatch, Billing, and Sales teams to resolve customer concerns efficiently.
- Develop and implement customer service policies, procedures, and best practices.
- Ensure compliance with company standards, regulatory requirements, and service commitments.
- Prepare reports and analyze trends related to customer service performance and retention.
- Support workforce planning, scheduling, recruitment, and onboarding activities.
Requirements
- Proven experience in customer service leadership, preferably within waste, recycling, transportation, logistics, or environmental services.
- Strong people management and coaching skills.
- Excellent communication, problem-solving, and conflict resolution abilities.
- Experience managing KPIs, performance metrics, and customer satisfaction initiatives.
- Proficiency with CRM systems, Microsoft Office, and customer service technologies.
- Ability to work effectively in a fast-paced, customer-focused environment.
Benefits
- Competitive salary and performance-based incentives.
- Comprehensive benefits package.
- Career development and advancement opportunities.
- Supportive and collaborative work environment.
All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.
GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.
