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Area Customer Service Manager
2 months ago
Job Title: Area Customer Service Manager
Location: Parker, Infinite or Teller locations in Colorado
Work Arrangement: Onsite with Travel to all Customer Service Sites
Job Summary: The Area Customer Service Manager will oversee and manage the customer service operations. This role ensures high levels of customer satisfaction by leading a team of customer service representatives, handling escalated customer issues, and implementing strategies to improve service delivery. The ideal candidate will have strong leadership skills, a customer-centric approach, and experience in the waste management industry or a related field.
Key Responsibilities:
1. Leadership and Team Management:
- Recruit, train, and supervise customer service representatives.
- Conduct regular performance evaluations and provide coaching and feedback.
- Foster a positive and productive work environment.
- Establish KPI’s for the customer service teams across the organization
- Establish and promote consistencies across the company for all customer service activities and metrics for all sites
2. Customer Service Operations:
- Oversee daily operations of the customer service departments within the area.
- Ensure timely and effective resolution of customer inquiries and complaints.
- Monitor and analyze customer service metrics to identify areas for improvement.
3. Customer Relations:
- Build and maintain strong relationships with key customers.
- Handle escalated customer issues and resolve them promptly.
- Conduct regular customer satisfaction surveys and implement improvements based on feedback.
4. Process Improvement:
- Identify and implement best practices to enhance customer service efficiency and effectiveness.
- Develop and update customer service policies and procedures.
- Work with other departments to streamline processes and improve overall service delivery.
5. Reporting and Analysis:
- Prepare and present regular reports on customer service performance to senior management.
- Analyze trends and data to make informed decisions and recommendations.
- Use customer feedback to drive continuous improvement initiatives.
6. Compliance and Safety:
- Ensure all customer service activities comply with company policies, industry regulations, and safety standards.
- Promote a culture of safety and compliance within the team.
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service management, preferably in the waste management or a related industry.
- Proven leadership and team management skills.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Proficiency in customer service software and Microsoft Office Suite.
- Strong organizational skills and attention to detail.
- Experience in the waste management industry.
- Knowledge of industry regulations and compliance standards.
- Ability to handle high-pressure situations and resolve conflicts effectively.
