Customer Service Manager (5225)

GROW WITH US

As the largest 100% employee-owned company in the resource recovery industry, Recology has a unique workplace culture that guides how we support employees, interact with our customers, service our communities, and care for our environment.

We are a team of trusted advisors and partners committed to superior customer service. We are a diverse group with a shared commitment to excellence and providing high caliber service. We are a collaborative and supportive team and looking for a motivated self-starter to join us!

We encourage Recology employees to G.R.O.W. with Us professionally and personally by:

• Giving Back to our communities.
• Recovering Resources to achieve their best and highest use.
• Owning a company that provides quality service and protects the environment.
• Working Together to achieve our common vision, a world without waste.

You can G.R.O.W. with Us by becoming our Customer Service Manager

THE ROLE

Oversees Customer Service Department to ensure excellent service to customers of a large subsidiary. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

ESSENTIAL RESPONSIBILITIES INCLUDE, AND ARE NOT LIMITED TO:

• Supervises the Customer Service department, including Customer Service Specialists and Supervisors; oversees day-to-day operations of the department to ensure customer satisfaction.
• Assures that customer service calls are handled with efficient and professional courtesy.
• Processes customer e-mail inquiries, responding personally or directing the inquiry to the correct department.
• Collaborates directly and closely with the General Manager and other related departments to ensure customer satisfaction.
• Oversees on-going training of Customer Service Representatives.
• Monitors customer service metrics.
• Receives and investigates customer complaints regarding services and rates.
• Corrects services problems through or in coordination with appropriate supervisor.
• Adjusts rate and billing disputes on own authority.
• Assists operations supervisors with unusual problems or incidents in the field.
• Develops and implements business processes and procedures to improve and ensure customer satisfaction.
• Develops and prepares reports as directed.

QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

• Six years of related experience in customer service within the resource recovery or related industry.
• Principles of personnel training, supervision and evaluation.
• Supervisory techniques, resource allocation, planning and budgeting.
• Technical and professional principles, practices, laws, applications and programs in position related area.
• Current developments and trends in areas of expertise.
• Computer programs, including Microsoft Office suite of applications and using data to inform and set priorities and identify challenges/opportunities.
• High school diploma or GED required.
• Bachelor's degree preferred.

Skill and/or Ability to:

• Promote the WASTE ZERO philosophy by making the best and highest use of all resources.
• Develop strategies to effectively manage current and future challenges and opportunities; develop recommendations and actionable plans.
• Define issues and focus on achieving workable solutions; generate innovative ideas to develop or improve existing systems.
• Demonstrate ability to use computers and technology capabilities.
• Demonstrate strong proficiency and knowledge in area(s) of expertise as well as company business and proficiency in strategic and financial processes.
• Communicate well both verbally and in writing; listen to and understand various viewpoints; share relevant information timely; provide constructive feedback; maintain professionalism.
• Present ideas effectively to individuals or groups and deliver presentations suited to the characteristics and needs of the audience.
• Effectively and productively engage with others and establish trust, credibility, and confidence.
• Promote collaboration and assist others with their initiatives and efforts.
• Motivate and empower others to achieve objectives and to develop a culture where employees feel ownership in what they do.
• Ability to attract, develop and retain good people; allow opportunities for self and others to reach their full potential; build and share knowledge and expertise.
• Listen to and build customer relationships; increase customer satisfaction and ensure commitments are met.

RECOLOGY OFFERS:

• an ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• the largest employee owned resource recovery company in the industry with terrific benefits to help you prosper.
• a creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• an inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize.
• distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

RECOLOGY BENEFITS MAY INCLUDE:

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

SUPPLEMENTAL INFORMATION

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive and diverse work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.