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 :

Skills & Abilities Needed for Position :

Experience & Knowledge Needed for Position :

Physical Requirements in a Regular workday :

Additional Working Conditions / Aspects :

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.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)