Area Customer Service Manager

Rumpke is a family owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

The Area Customer Service Manager will play a key role in providing strategic direction and daily hands-on leadership for the Area's customer service team. This position includes responsibility for all customer service functions from the point a prospective customer initiates contact until they no longer subscribe to Rumpke's service. The role will supervise, monitor, and provide hands-on leadership for the team, and coordinate customer service functions. This position ensures prompt, efficient, quality service by effectively managing the dynamics of customer calls.

Responsibilities of Position:

• Provide leadership, strategic development, and management oversight to the Area's Call Center operations.
• Develop a coaching plan to motivate customer service associates to ensure quality servicing of all callers; monitor call content for quality and professionalism.
• Monitor call volume and email activity; manage by directing available resources as necessary to ensure timely response, quality service, and quantitative standards.
• Forecast and monitor call volume and company activity, maintain a history of call center performance; disseminate report trends and patterns to gauge impact of company activity and customer relations.
• Coordination of adequate staffing; exercise real-time schedule adjustments based on peak volume periods.
• Maintain effective training and development programs, set performance standards, and monitor performance goals; evaluate, promote, hire and terminate, discipline, provide personnel counseling, and recommend wages.
• Minimize customer defection while promoting profitable growth in all lines of business.
• Contribute to Area and Departmental budgeting, forecasting, and cost control.
• Ensures response to all email, social media, Better Business Bureau, municipal, and subscription inquiries and complaints.
• Work closely with all internal departments and operations to assure accurate information and efficient service is provided.
• Provide leadership in the transition of customer data during acquisitions.
• Other duties as assigned.

Supervisory Responsibility:

• This position will manage 1 to 5 employees.
• This position will oversee and direct other managers.

Skills & Abilities Needed for Position:

• Proven excellent customer service skills; ability to be persuasive with customers keeping "customer satisfaction" as a guiding factor.
• Ability to motivate staff and deal effectively with performance issues to meet standards.
• Excellent organizational skills.
• Strong written and oral communication skills.
• Exceptional judgment and decision-making skills in areas of personnel management.
• Exceptional interpersonal skills.
• Ability to successfully coach and develop associates.
• Broad knowledge and background in customer center management, marketing, sales, service, delivery, and work force planning.
• Balance multiple projects effectively. Very fast past environment.

Experience & Knowledge Needed for Position:

• 5+ years of previous supervisory experienced.
• 5+ years of call center or customer service experience.
• Waste industry experience preferred.
• Word, Excel, Power Point, Lotus Notes, Soft Pak, UltiPro, and AS400 experience preferred.
• Proven leadership skills with two or more years of coaching eight (8) or more individuals.

Physical Requirements in a Regular workday:

• Rarely lifting/carrying/pushing/pulling a max of 10lbs.
• Continuously sitting/standing/walking in office environment.

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required.
• Ability to work overtime, weekends and/or holidays as needed.
• Must be available for 24-hour emergency calls.
• Legally eligible to work in the United States.
• Valid driver's license (if applicable).
• Must successfully complete pre-employment testing.
• Must be able to read and speak the English language.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke's policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.