Customer Service Manager #6371

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 Customer Service Manager

THE ROLE

Oversees Customer Service Department to ensure excellent service to customers of a large subsidiary. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

ESSENTIAL RESPONSIBILITIES INCLUDE, AND ARE NOT LIMITED TO:

• Supervises the Customer Service department, including Customer Service Specialists and Supervisors; oversees day-to-day operations of the department to ensure customer satisfaction.
• Assures that customer service calls are handled with efficient and professional courtesy.
• Processes customer e-mail inquiries, responding personally or directing the inquiry to the correct department.
• Collaborates directly and closely with the General Manager and other related departments to ensure customer satisfaction.
• Oversees on-going training of Customer Service Representatives.
• Monitors customer service metrics.
• Receives and investigates customer complaints regarding services and rates.
• Corrects services problems through or in coordination with appropriate supervisor.
• Adjusts rate and billing disputes on own authority.
• Assists operations supervisors with unusual problems or incidents in the field.
• Develops and implements business processes and procedures to improve and ensure customer satisfaction.
• 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:

• Six years of related experience in customer service within the resource recovery or related industry.
• Principles of personnel training, supervision and evaluation.
• Supervisory techniques, resource allocation, planning and budgeting.
• Technical and professional principles, practices, laws, applications and programs in position related area.
• Current developments and trends in areas of expertise.
• Computer programs, including Microsoft Office suite of applications and using data to inform and set priorities and identify challenges/opportunities.
• High school diploma or GED required.
• Bachelor's degree preferred.

Skill and/or Ability to:

• Promote the WASTE ZERO philosophy by making the best and highest use of all resources.
• Develop strategies to effectively manage current and future challenges and opportunities; develop recommendations and actionable plans.
• Define issues and focus on achieving workable solutions; generate innovative i