Waste Pro USA · 17 hours ago
Call Center Customer Service Manager
Monroe, NC
Full-time
Onsite
Mid LevelWaste Pro USA is seeking a Customer Service Manager to oversee the daily operations of their customer service department. This role involves ensuring high levels of customer satisfaction, efficient service delivery, and effective team management through training and performance evaluation.
Information Technology
Responsibilities
Supervise and guide customer service representatives to achieve departmental and company goals
Conduct regular performance evaluations and provide feedback
Handle escalated customer inquiries and complaints with professionalism and empathy
Develop and maintain strong relationships with customers, ensuring their needs are met
Train new hires in customer service policies and procedures
Organize ongoing training programs to improve team skills and service knowledge
Monitor team performance metrics and implement improvements when necessary
Ensure compliance with company policies and procedures
Generate reports on customer service performance and customer feedback
Analyze data to identify trends and areas for improvement and communicate results to management
Work closely with other departments to resolve issues and improve delivery of service
Participate in budget planning and resource allocation for the customer service department
Identify opportunities to create additional business by offering additional services to our callers/customers
Qualification
Required
Experience in managing a customer service team
Strong leadership skills
Ability to handle escalated customer inquiries and complaints
Excellent communication and interpersonal skills
Experience in training and developing staff
Ability to analyze performance metrics and implement improvements
Knowledge of customer service best practices
Experience in generating reports and analyzing data
Ability to collaborate with other departments
Experience in budget planning and resource allocation
Ability to identify business growth opportunities
Company
Waste Pro USA
Waste Pro company owned solid waste collection, recycling, processing and disposal companies.
Founded in 2001
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.67B2025-11-13Debt Financing· $200M
2025-01-21Debt Financing· $850M
2023-06-22Debt Financing· $120M
Leadership Team
John Jennings
Founder ,CEO & Chairman
Sean Jennings
Chief Executive Officer
Recent News
New Orleans CityBusiness
2025-06-03
Company data provided by crunchbase