Customer Service Manager

City: Santa Clara Location: 1052 - Recology South Bay Subsidiary Name: Recology South Bay 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 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. Other duties as assigned. Qualifications Possession of a high school diploma or GED. Bachelor's degree preferred. Related management experience in customer service within the resource recovery or related industry. Principles of employee training, supervision, and evaluation. Supervisory techniques, resource allocation, planning and budgeting. Technical and professional principles, practices, laws, applications, and programs in position related area. Computer programs, including Microsoft Office suite of applications and using data to inform and set priorities and identify challenges/opportunities. 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. 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 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, 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. #J-18808-Ljbffr Recology