Customer Service Manager

Customer Service Manager

Our client, a leader in the waste management industry, is seeking a skilled and experienced Customer Service Manager to oversee and enhance their customer service operations. The company is dedicated to delivering top-notch waste collection and recycling services, and the Customer Service Manager will play a crucial role in ensuring a high level of customer satisfaction and team performance.

The Customer Service Manager is responsible for leading and managing the customer service team, ensuring that all customer inquiries and issues are resolved efficiently and effectively. This role involves developing and implementing customer service policies, monitoring performance metrics, and working closely with other departments to ensure seamless service delivery. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a commitment to continuous improvement.

Key responsibilities include:

• Team Leadership: Manage, mentor, and motivate the customer service team.
• Performance Monitoring: Establish and monitor key performance indicators for the customer service team.
• Policy Development: Develop and implement customer service policies and procedures.
• Issue Resolution: Oversee the resolution of complex customer issues.
• Training and Development: Identify training needs and organize regular training sessions.
• Collaboration: Work closely with operations, sales, and dispatch teams.
• Customer Feedback: Gather and analyze customer feedback.
• Reporting: Prepare and present reports on customer service performance.
• Continuous Improvement: Lead initiatives to improve customer service processes.

Qualifications include:

• Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.
• Bachelor's degree in Business, Management, or a related field.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proven ability to handle complex customer issues.
• Experience with CRM software and customer service tools.
• Ability to work in a fast-paced environment.

Benefits include:

• Competitive salary with performance-based bonuses.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and career advancement.