Customer Service Manager

Jerome L. Taylor Trucking, Inc. is seeking an experienced, customer-focused Customer Service Manager to lead the daily operations of the Customer Service Department within its waste collection operations. This position supervises customer service staff, establishes service standards, resolves escalated concerns, monitors service performance, and coordinates closely with Dispatch, Operations, Sales, Billing, and Maintenance to promote timely, accurate, and professional service. The Customer Service Manager is expected to strengthen customer experience, improve internal communication and processes, support employee development, and promote accountability, service excellence, and continuous improvement.

• Lead, supervise, coach, and develop Customer Service Representatives and support staff; assign work, monitor coverage, and establish clear performance expectations.
• Manage daily customer service operations, including incoming calls, emails, online requests, work orders, account updates, container requests, service schedules, missed pickups, and billing inquiries.
• Monitor call quality, response times, work-order accuracy, unresolved concerns, customer satisfaction, and departmental service levels.
• Serve as the primary point of contact for escalated customer concerns; investigate issues, coordinate solutions, communicate outcomes, and ensure appropriate follow-up through completion.
• Build and maintain positive customer relationships through responsive, respectful, and solution-focused communication.
• Coordinate with Dispatch, Operations, Sales, Billing, and Maintenance to resolve service issues and ensure customer commitments are communicated and addressed.
• Monitor service delays, route exceptions, missed services, recovery efforts, weather impacts, equipment breakdowns, staffing changes, and other operational disruptions affecting customers.
• Develop and maintain customer service procedures, service standards, workflows, and documentation requirements.
• Track customer complaints, recurring service failures, recovery actions, and resolution trends; identify root causes and recommend corrective action.
• Prepare departmental reports and key performance indicators for leadership, including service trends, response activity, unresolved issues, and improvement opportunities.
• Participate in recruiting, interviewing, onboarding, training, performance evaluations, coaching, corrective action, and other employee-relations processes in partnership with Human Resources.
• Create employee schedules, distribute workload, monitor attendance and punctuality, and ensure appropriate staffing and customer coverage.
• Support the implementation and effective use of dispatch, routing, customer service, and account management systems.
• Protect customer and company information and ensure accurate records, correspondence, account notes, and work orders.
• Participate in customer service, operations, safety, and management meetings and perform other related duties as assigned.

• High school diploma or equivalent required; associate or bachelor's degree in business administration, communications, logistics, or a related field preferred.
• Minimum of three years of customer service experience and two years of supervisory or management experience preferred.
• Experience in transportation, logistics, waste services, trucking, utilities, construction, or another service-driven operational environment preferred.
• Strong leadership, coaching, employee development, conflict-resolution, and performance-management skills.
• Excellent written and verbal communication skills and the ability to interact professionally with customers, employees, vendors, and leadership.
• Strong organization, time management, decision-making, analytical, and problem-solving skills.
• Ability to prioritize competing demands, manage escalations, and maintain accuracy in a fast-paced environment.
• Proficiency with Microsoft Outlook, Word, Excel, and Teams; experience with dispatch, routing, CRM, or customer service software preferred.
• Ability to work independently, exercise sound judgment, maintain confidentiality, and collaborate across departments.
• Commitment to customer service, safety, accountability, teamwork, and operational excellence.

Performance will be evaluated based on customer satisfaction, responsiveness, effective complaint resolution, work-order and account accuracy, departmental…