CUSTOMER SERVICE MANAGER

Jerome L. Taylor Trucking, Inc. is seeking an experienced, customer-focused Customer Service Manager to lead the daily operations of the Customer Service Department within its waste collection operations. This position supervises customer service staff, establishes service standards, resolves escalated concerns, monitors service performance, and coordinates closely with Dispatch, Operations, Sales, Billing, and Maintenance to promote timely, accurate, and professional service. The Customer Service Manager is expected to strengthen customer experience, improve internal communication and processes, support employee development, and promote accountability, service excellence, and continuous improvement.
Essential Duties and Responsibilities

• Lead, supervise, coach, and develop Customer Service Representatives and support staff; assign work, monitor coverage, and establish clear performance expectations.
• Manage daily customer service operations, including incoming calls, emails, online requests, work orders, account updates, container requests, service schedules, missed pickups, and billing inquiries.
• Monitor call quality, response times, work-order accuracy, unresolved concerns, customer satisfaction, and departmental service levels.
• Serve as the primary point of contact for escalated customer concerns; investigate issues, coordinate solutions, communicate outcomes, and ensure appropriate follow-up through completion.
• Build and maintain positive customer relationships through responsive, respectful, and solution-focused communication.
• Coordinate with Dispatch, Operations, Sales, Billing, and Maintenance to resolve service issues and ensure customer commitments are communicated and addressed.
• Monitor service delays, route exceptions, missed services, recovery efforts, weather impacts, equipment breakdowns, staffing changes, and other operational disruptions affecting customers.
• Develop and maintain customer service procedures, service standards, workflows, and documentation requirements.
• Track customer complaints, recurring service failures, recovery actions, and resolution trends; identify root causes and recommend corrective action.
• Prepare departmental reports and key performance indicators for leadership, including service trends, response activity, unresolved issues, and improvement opportunities.
• Participate in recruiting, interviewing, onboarding, training, performance evaluations, coaching, corrective action, and other employee-relations processes in partnership with Human Resources.
• Create employee schedules, distribute workload, monitor attendance and punctuality, and ensure appropriate staffing and customer coverage.
• Support the implementation and effective use of dispatch, routing, customer service, and account management systems.
• Protect customer and company information and ensure accurate records, correspondence, account notes, and work orders.
• Participate in customer service, operations, safety, and management meetings and perform other related duties as assigned.