Region Customer Service Manager at Rumpke Waste & Recycling in Cincinnati, OH

Job description

• 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

• 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

Requirements

• 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.
• 3+ years of previous supervisory experienced preferred
• 5+ years of call center or customer service experience
• Waste industry experience preferred
• Education
• Required
• High School or better.
• Bachelors or better in Relevant field.
• General Education Diploma or better.

Skills

Required

• Leadership
• Interpersonal skills
• Communication
• Decision-making
• Motivation
• Teamwork
• Windows