Region 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 Region Customer Service Manager (RCSM) plays a key role in providing daily hands-on leadership and provides direct leadership to the customer service team. This position is responsible for managing the team, ensuring processes and policies are followed, developing best practice standards, and implementing sales, service, and technology enhancements. The target of this role is to drive excellent service standards, ensure efficient and effective responses to all customer inquiries, assist with escalated callers, and maintain high customer satisfaction.

Responsibilities of Position:

• Provide leadership, training, development, and management oversight to the Regional Call Center operation
• Ensure all evaluations, compliance items, terminations, disciplines, and personnel counseling are done timely
• Forecast and monitor customer interaction volume and maintain a history of call center performance
• Meet or exceed KPI goals (abandoned rate, answer speed, ready time, etc.)
• Complete departmental budgeting, forecasting and cost control
• Complete and distribute monthly audit reports identifying trends and patterns to gauge impact of company activity and customer relations
• Ensure effective communication with the sub-contractors/route managers and all other departments
• Relay customer information to appropriate team members and department managers in a timely manner
• Ensure escalated customer interactions are resolved and provide de-escalation training
• Balance multiple projects effectively and recommend systemic improvements
• Maintain a positive and professional work atmosphere with a culture of respect by performing and communicating in a manner that promotes good relationships with customers, clients, coworkers, and management
• Maintain confidentiality and comply with company data integrity and security policies
• Perform other duties as assigned

Supervisory Responsibility:

• This position will manage 11 - 20 employees
• This position will oversee and direct other managers

Skills & Abilities Needed for Position:

• Mentor, leadership, and project management skills
• Ability to motivate staff and deal effectively with performance issues to meet standards; proven leadership skills
• Exceptional interpersonal skills, judgment and decision-making skills in areas of personnel management
• Ability to communicate with internal and external contacts on a professional level
• Efficient and effective work habits to work both independently and as a team; working to meet or exceed call center standards
• Knowledge of service areas and/or ability to use resources to determine service area/location
• Advanced computer proficiency in Windows and Microsoft Office applications, such as Excel, Word, PowerPoint, Outlook, etc.

Experience & Knowledge Needed for Position:

• 3+ years of previous supervisory experienced preferred
• 5+ years of call center or customer service experience
• Waste industry experience preferred

Physical Requirements in a Regular workday:

• Occasionally lifting/carrying/pushing/pulling a max of 10 lbs
• Rarely lifting/carrying/pushing/pulling a max of 35 lbs
• Continuously working inside
• Occasionally working in areas of dust, odors, mist, gases, and other airborne matter
• Rarely stooping/kneeling/crouching/crawling
• Continuously sitting; frequently standing/walking

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required

• Ability to work flexible hours; expected to work nights and weekends as needed

• Ability to work overtime, weekends, and/or holidays
• 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 an employment contract 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.