Customer Service Manager Jobs

Coastal Waste & Recycling is privately-owned waste disposal and recycling company. We are experiencing explosive growth and with growth comes opportunity.

As a Customer Service Manager at Coastal Waste & Recycling, you are responsible for managing the most important asset at our company- our employees. As a people leader, you have the opportunity to solve problems, create contingencies and deliver premier service to our customers and communities. As an imperative member of our leadership team, you will understand Coastal’s vision while keeping our core values and culture at the forefront of our day-to-day operation.

Responsibilities

• Oversee the implementation and utilization of customer service technologies and tools to optimize efficiency and improve the customer experience.
• Ensure that responses to customers are accurate and provided response in a timely manner.
• Handle escalated customer issues or complaints, providing prompt and effective resolution while maintaining a customer-centric approach.
• Monitor and analyze South Florida key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for operational efficiency.
• Review customer feedback to drive customer satisfaction and provide coaching and feedback to the team.
• Develop and implement procedures that customer service representatives follow, which require constant review and revision as customer needs change and business evolves.
• Conduct regular training and development programs for customer service representatives to enhance their industry knowledge, communication skills, and problem-solving abilities.
• Collaborate frequently with other departments to improve customer service and operations.
• Hire, lead and develop a diverse team of customer service representatives and nurture an environment where they can excel through empowerment.

Qualifications

• Minimum of 5 years of previous experience interacting with customers and leading a team of employees.
• A high degree of ethics and integrity to do the right thing.
• Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust.
• Flexibility to adapt to changes as needed.
• Strong interpersonal and relationship skills
• Call center experience and supervisory/management skills required.
• Strong understanding of contact center operations, customer service strategies, and industry best practices
• Ability to problem solve, use good judgment, and make sound decisions efficiently.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.