Customer Service Manager

Corporate Campus | Corporate HQ
3990 Generation Dr
Cincinnati, OH 45251, USA

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you'll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

The Customer Service Manager will play a key role in providing daily hands-on leadership for the customer service team. This position has responsibility for customer service functions from the point a prospective customer initiates contact until they no longer subscribe to Rumpke's service. This role will oversee and develop best practice standards and implement sales, service and technology enhancements. The Customer Service Manager will manage, monitor, provide hands-on leadership for the team and coordinate customer service functions ensuring prompt, efficient, quality service by effectively managing the dynamics of customer inquiries.

This position is responsible for the overall strategy and direction of the customer service department.

• Provide leadership, strategic development and management oversight to the assigned call center operation
• Monitor customer inquiry (calls, emails, chats) volume and associated metrics, directing available resources as necessary to ensure timely response and quality service while achieving quantitative standards
• Utilize the system and available reporting to assist with coordination of adequate staffing; exercise real-time schedule adjustments based on peak volume periods
• Individually coach customer service associates to ensure quality servicing of all inquiries; monitor call content for quality and professionalism performing call reviews and associated scoring
• Forecast and monitor inquiry volume and company activity, maintain a history of call center performance, and disseminate report trends and patterns to gauge impact of company activity and customer relations
• Maintain effective training and development programs, set performance standards and monitor performance goal attainment
• Evaluate, promote, hire and terminate, discipline, provide personnel counseling, and recommend wages
• Minimize customer abandonment, while promoting profitable growth in all lines of business
• Complete departmental budgeting, forecasting and cost control
• Assist with data entry functions for reviewing and updating contracts for sales generated through customer calls if needed
• Perform other duties as assigned

• This position will manage6-10 employees
• This position will oversee and direct other managers

• Proven excellent customer service skills; ability to be persuasive with customers keeping "customer satisfaction" as a guiding factor
• Ability to motivate staff and hold team accountable to performance standards
• Excellent organizational skills
• Strong written and oral communication skills
• Decisive judgment and decision-making skills in areas of personnel management
• Exceptional interpersonal skills
• Ability to successfully coach and develop associates
• Proficient with Microsoft Office

• 3+ years of previous supervisory/management experience in a call center
• 3+ years of previous customer service experience -…