Region Customer Svc Mgr

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 Region Customer Service Manager (RCSM) plays a key role in providing daily hands-on leadership and provides direct support to the customer service team. This position is responsible for managing the team, ensuring processes and policies are followed, providing strong leadership to the customer service team, 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.

Days: Monday - Friday

Hours: 8:00 am - 5:00 pm

Responsibilities of Position:

• Provide leadership, training, development, and management oversight to the Regional Call Center operation.
• Ensures that all evaluations, employee compliance, terminations, disciplines, and personnel counseling are done timely.
• Forecast and monitor customer interaction volume and maintain a history of call center performance.
• Adherence to KPI goals (abandoned rate, answer speed, ready time, etc.).
• Departmental budgeting, forecasting and cost control.
• Complete and distribute monthly audits, reports and identify trends and patterns to gauge impact of company activity and customer relations.
• Ensures effective communication with the sub-contractors/route managers and all other departments.
• Relays 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.
• Maintains 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.
• Keeps information confidential. Comply with company data integrity and security policies.
• Other duties as assigned.
  
  
  

Supervisory Responsibility:

• This position will manage 11 - 20 employees.
• This position will oversee and direct other managers.
  
  
  

Skills & Abilities Needed for Position:

• Mentorship, 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.
• Must be able 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.
  
  
  

Experience & Knowledge Needed for Position:

• 2 years of previous supervisory experienced preferred.
• 3 years of call center or customer service experience preferred.
• Waste industry experience preferred.
• Knowledge and experience in call center operations.
  
  
  

Physical Requirements in a Regular workday:

• Occasionally lifting/carrying a max of 10lbs.
• Continuously pushing/pulling a max of 10lbs.
• Continuously sitting/standing/walking in office environment.
  
  
  

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required.
• Ability to work flexible hours; expected to work nights and weekends as needed.
• Ability to work overtime, weekends and/or holidays.
• Legally eligible to work in the United States.
• Valid driver’s license (if applicable).
• Must successfully complete pre-employment testing.
• Must be able to read and speak the English language.
  
  
  

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.