Head of Client Services

2 weeks ago

Peachtree Corners, Georgia, United States Clean Earth Full time
Job Overview

Company Overview:
Clean Earth stands as a leader in the specialty waste management sector across the United States, offering innovative solutions for remediation, disposal, recycling, and beneficial reuse of contaminated materials, including hazardous and non-hazardous waste. Our extensive range of services caters to various industries such as energy, infrastructure, commercial, industrial, retail, and healthcare.

Our distinct advantage lies in our ability to provide comprehensive, one-stop solutions for managing diverse waste streams from a single client. We pride ourselves on meticulous processes, unwavering due diligence, and delivering unparalleled recycling solutions paired with exceptional customer service.

Every day, Clean Earth adopts a proactive, committed approach to recycling and reusing waste that would otherwise contribute to landfills. Our expert team is dedicated to crafting tailored waste disposal and recycling strategies that align with your company's specific needs and objectives.

Key Responsibilities:
  • Oversee and manage all facets of customer service policies, objectives, and initiatives.
  • Establish service level standards emphasizing prompt response times and effective issue resolution.
  • Ensure customer service policies meet high-quality expectations and adhere to industry best practices.
  • Align customer service initiatives with the organization’s strategic goals.
  • Directly supervise Customer Service Supervisors and Managers within the designated region.
Primary Duties:
  • Lead the recruitment, onboarding, training, retention, and performance management of the customer service team.
  • Develop and implement strategies for employee recruitment and retention.
  • Ensure adherence to regulatory requirements affecting customer care operations.
  • Guide and manage transformation initiatives, including Change Management and consensus-building efforts.
  • Champion Customer Success initiatives and promote a customer-centric business philosophy.
  • Create development plans and strategies for team members.
  • Design customer service incentive programs to enhance employee retention and customer loyalty.
  • Advocate for the department at all organizational levels, including the development of OKRs, KPIs, metrics, SLAs, and supporting narratives.
  • Collaborate with internal departments to enhance customer service and operational efficiency.
  • Formulate procedures and policies for effective management of customer communications and complaints.
  • Devise strategies to improve the quality and efficiency of customer support.
  • Monitor business and process metrics to evaluate and enhance customer service effectiveness.
  • Ensure timely and accurate handling of all customer inquiries.
  • Work closely with sales and marketing teams to optimize revenue and customer loyalty.
  • Maintain comprehensive knowledge of the company's brands, systems, and processes.
  • Facilitate meetings with internal teams to address and resolve customer service issues.
  • Foster strong relationships with customers to identify new business development opportunities.
  • Conduct regular staff meetings.
  • Manage projects and change initiatives as assigned.
  • Perform other related tasks as assigned.
  • Collaborate with the Training Manager to develop training programs for team members.
Additional Responsibilities:
  • Coordinate with Sales Directors to ensure robust internal support from Customer Service, allowing Sales Account Managers to focus on sales.
  • Work with Operations, Finance, and Regulatory teams to ensure compliance with procedures in Customer Service.
Qualifications:

Required:

  • 7+ years of experience in customer service management, with a strong understanding of industry trends and best practices.
  • 5+ years of senior-level experience, including involvement in business process transformation.
  • Proficiency in learning software and IT tools quickly.
  • Expertise in Change Management.
  • Bachelor's Degree.
  • Excellent written and verbal communication skills to interact effectively with all levels of management, internal personnel, and clients.

Preferred:

  • 2+ years of knowledge in Hazardous Waste regulations (RCRA, DOT, State).
  • 5+ years of experience with CRM systems.
  • 5+ years of experience in System Integration.
Additional Information:

Clean Earth provides competitive benefits, including health, dental, vision, life, and disability insurance plans starting from the first day of employment; paid time off, wellness benefits, employee discount programs, tuition assistance, and a 401k with company matching.

We are committed to equal employment opportunities (EEO) for all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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