Customer Service Manager

Job Summary

A Customer Service Manager (CSM) ensures that the assigned Team of Customer Service Representatives (CSRs) in his/her service area work in accordance with company safety guidelines in a productive and efficient manner. The CSM also ensures that delivery vehicles and equipment are clean, maintained, and used safely.

Responsible for overall results and customer retention in the service area by ensuring that the team of CSRs provide excellent service to each customer on each delivery. The CSM diligently works with the team to promote the company, its core values, and its products and services. Opportunities for safety, customer retention, and growth are identified and shared with the CSRs through daily interaction of the C3 Connect Program, C3 Account Management/Visitation Program, and routine route observations.

• Proactively manages day‑to‑day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with the company’s products and services.
• Manages day‑to‑day activities of the customer service program(s) for the assigned area, sets clear expectations for customer service, and leads by example.
• Obtains targeted results from the assigned service team in areas such as safety, customer retention, A/R collection, reviews, renewals, pricing, lost/damage/image care, credits, route sales, disposable products, customer satisfaction measures, and other stated financial and/or customer service goals.
• Completes in person or via remote means each day the CSR end‑of‑day activities (including but not limited to route settlement, CSR goal setting, coaching, etc.).
• Completes visits with key accounts in accordance with the C3 Account Management Program goals and completes all follow‑up reports and recordkeeping in a timely manner.
• Completes system (ABS) activities accurately and timely to ensure records are maintained.
• Under the direction of the COM, assists in the installation of new customers as defined by the branch‑specific responsibilities.
• Delivers and participates in training programs to ensure customer retention and service goals are met.
• Communicates weekly with direct reports to assess customer service programs, anticipating and addressing customer questions and concerns in a timely and effective manner.
• Ensures follow‑up and timely resolution of all customer alerts and communications, collaborating with branch resources to systematically resolve customer service issues and continually seeking customer satisfaction.
• Ensures that customer renewals and pricing are in accordance with the profitability objectives of the branch as established by the Branch/General Manager.

• Builds and maintains relationships with the CSR team and extended service team.
• Effectively evaluates, coaches, and develops CSRs’ service and sales skills and techniques to meet service and sales goals, ensuring time is allocated for skill development and motivating the team in accordance with company goals and values.
• Holds formal yearly performance discussions, inclusive of informal quarterly and formal mid‑year check‑ins, with each direct report on the assigned team(s).
• Responsible for the execution and timely, effective completion of customer service training programs for the assigned service team.
• Ensures that all new‑hire training programs are effectively utilized and implemented for new employees.
• Maintains and supports corporate financial and service standards.
• Ensures that company policies and all applicable laws for recruitment and interviewing are followed.

• Actively ensures that all safety training and compliance programs are followed by all service employees in the area of responsibility.
• Ensures daily and weekly fleet inspections, audits, and reviews are completed in a timely manner, filing all required reports and documentation as needed.
• Investigates and reports on all accidents or incidents within 24 hours of notification.
• Ensures all safety records and documentation are completed promptly.
• Maintains and supports corporate financial and service standards.

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