Customer Experience Manager

Company Description

Clean Earth is a leading provider of environmental services in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for hazardous and non-hazardous waste, contaminated soil, and dredged material. Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

Every day our teams across the country take a hands‑on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. We value our employees as our most important asset, and this is reflected in many areas across our company including recently being named a 2024 Most Loved Workplace®. We are committed to creating a positive work culture that fosters growth and development while ensuring the health and safety of our employees.

Put your great attention to detail to work as a Client Relations Manager with a growing leader in environmental and regulated waste management solutions!

Working as part of a dedicated team of customer experience, sales, and compliance professionals, you’ll take ownership by working internally to coordinate their waste disposal needs in accordance with their service agreements. You’ll serve as part of the customer experience team providing support to Clients, internal Operations, Finance, Logistics and field staff to ensure a high level of customer satisfaction.

Primary Responsibilities (Essential Functions):

• Management of one or more Customer Service teams, including Customer Service Representatives, Leads, and/or Supervisors.
• Hiring, training, and mentoring Customer Service team including incorporation of strategy, efficiency, and effectiveness into daily job performance.
• Conduct Customer Service team’s performance management and career development by utilizing appropriate tools and talent management systems.
• Internally support and monitor Customer Service team to ensure Key Performance Indicators (KPIs) are met/exceeded.
• High level of participation/leadership in process and quality improvement activities.
• Provide solutions to executive management on ways to increase efficiencies and the effectiveness of servicing customers’ needs.
• Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services.
• Collaborate with internal business partners at all levels to ensure correct services and/or products are delivered in a timely manner.
• Utilize a high level of Customer Service acumen acquired through substantial gained experience to solve problems and remove barriers for their Customer Service team(s).
• Responsible for solutioning, managing, and identifying customers’ needs while responding to a high volume of customer and internal communication and navigating multiple systems.
• Point of escalation for Customer Service team, conducting research and work cross functionally to resolve or elevate problems.
• Developing and expanding client relationships within their assigned geographies by proposing solutions to meet client objectives.
• Attend client meetings pertaining to Customer Service‑related functions to ensure objectives are met and/or escalated for completion and client satisfaction.
• Assist with preparing client reports that pertain to Customer Service‑related functions.
• Perform other reasonably related tasks as assigned by management.

Education,

Experience and Skills:

• Bachelor’s degree coupled with a minimum of 5 years of work experience in a supervisory Customer Service role/managerial role OR High school diploma/GED coupled with a minimum of 8 years of work experience in a supervisory Customer Service role/managerial role.
• High level of Customer Service acumen and business acumen.
• Self-directed, with the ability to work on multiple projects with competing priorities and deadlines.
• Proficiency in Microsoft Office software (Excel, Word, PowerPoint, and Outlook).
• Experience using a CRM system or web-based programs, proprietary online applications; preferably Salesforce.
• Excellent verbal and…