Customer Service Manager

GROW WITH US

As the largest 100% employee-owned company in the resource recovery industry, Recology has a unique workplace culture that guides how we support employees, interact with our customers, service our communities, and care for our environment.

We are a team of trusted advisors and partners committed to superior customer service. We are a diverse group with a shared commitment to excellence and providing high caliber service. We are a collaborative and supportive team and looking for a motivated self-starter to join us!

We encourage Recology employees to G.R.O.W. with Us professionally and personally by:

• Giving Back to our communities.
• Recovering Resources to achieve their best and highest use.
• Owning a company that provides quality service and protects the environment.
• Working Together to achieve our common vision, a world without waste.

You can G.R.O.W. with Us by becoming our Commercial Service Manager

THE ROLE

Supervises and coordinates the activities and daily operations of the customer service team and related activities for the debris box department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

ESSENTIAL RESPONSIBILITIES INCLUDE, AND NOT LIMITED TO:

• Develops and implements business processes and procedures to improve efficiencies and to ensure overall customer satisfaction.
• Liaison between customer service and operations to ensure non-routine customer service issues are resolved timely.
• Monitors monthly collection activities and achievement of monthly collection goals; handles escalated customer calls in an effort to resolve collection issues.
• Oversees the following functions to make certain they are administered accurately and timely: posting payment batches, billing, work order generation, etc.
• Maintains knowledge of ALTAR system and follows applicable procedures.
• Develops and prepares reports as directed.

QUALIFICATIONS 

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying.  A typical way to qualify is:

• Related management experience in customer service and collection, including supervisory experience.
• Technical and professional principles, practices, laws, applications and programs in position related area including detailed knowledge of customer service and collection procedures and policies.
• Current developments and trends in areas of expertise.
• Principles of personnel training, supervision and evaluation.
• Supervisory techniques, resource allocation, planning and budgeting.
• Computer programs, including Microsoft Office suite of applications and using data to inform and set priorities and identify challenges/opportunities.
• Possession of a high school diploma or GED.
• Bachelor's degree preferred.
• Valid driver’s license.

Skill and/or Ability to:

• Promotes the WASTE ZERO philosophy by making the best and highest use of all resources as well as finding ways to use waste products in ways that benefit the environment.
• Develops strategies to effectively manage current and future challenges and opportunities; develops recommendations and actionable plans.
• Defines issues and focus on achieving workable solutions; generates innovative ideas to develop or improve existing systems.
• Demonstrates ability to use computers and technology capabilities.
• Demonstrates strong proficiency and knowledge in area(s) of expertise as well as company business and proficiency in strategic and financial processes.
• Communicates well both verbally and in writing; listens to and understands various viewpoints; shares relevant information timely; provides constructive feedback; maintains professionalism.
• Presents ideas effectively to individuals or groups and delivers presentations suited to the characteristics and needs of the audience.