Customer Service Manager

Position Summary:

Liberty Waste Solutions is seeking a Customer Care Manager to build, lead, and standardize the Customer Care function across multiple locations within our service footprint.

This is a build-and-lead position. The Manager will develop the KPI structure, processes, procedures, training standards, reporting cadence, escalation workflows, and accountability systems needed to create a consistent customer experience across all Customer Care Representative teams.

The ideal candidate is a hands-on manager who can create structure where it does not yet exist, coach employees, solve customer issues, work cross-functionally with Sales, Dispatch, Billing, and Operations, and turn recurring service problems into measurable process improvements.

Key Responsibilities:

• Develop the Customer Care operating model, including daily workflows, service standards, escalation paths, documentation requirements, and team accountability expectations.
• Create clear procedures for common customer issues, including missed service, blocked containers, overloads, delivery/removal requests, billing questions, service changes, cancellations, and retention risks.
• Build scripts, email templates, call handling guides, service recovery language, training materials, and branch-level reference tools for consistent customer communication.
• Design handoff procedures between Customer Care, Sales, Dispatch, Billing, and Operations so customer requests are routed, documented, and resolved correctly.
• Identify gaps in current systems and processes, then implement practical improvements that reduce repeat calls, confusion, missed follow-up, and customer frustration.
• Develop Customer Care KPIs from the ground up, including definitions, reporting frequency, owners, targets, and follow-up actions.
• Build a KPI dashboard for leadership, branch managers, and Customer Care teams to track responsiveness, service quality, issue resolution, documentation accuracy, retention risk, and team productivity.
• Establish a regular reporting cadence and use KPI results to identify staffing needs, coaching opportunities, process gaps, system issues, and recurring operational service problems.
• Translate customer complaint trends and service data into specific corrective actions with Sales, Dispatch, Billing, and Operations.

Common Customer Service Metrics to build and track

• Call Metrics:call volume, call answer rate, average speed to answer, abandoned call rate, voicemail backlog, average handle time, and call volume by representative/location.
• Email & Case Metrics:email response time, first response time, open case backlog, case aging, first-contact resolution, escalation rate, and average time to resolution.
• Service Issue Metrics:missed service follow-up completion, repeat missed service rate, blocked/overloaded container issues, repeat service complaints, and root-cause trends by route, branch, service line, or customer.
• Customer Experience Metrics:complaint volume, complaint rate, customer feedback, service recovery follow-up, at-risk accounts, cancellation reasons, save rate, and churn trends.
• Billing & Account Metrics:billing dispute turnaround, credit/rebill follow-up, account update accuracy, service note accuracy, and CRM/customer system usage compliance.
• Team Performance Metrics:cases handled per representative, follow-up completion, training completion, schedule coverage, quality review results, and coaching/action item completion.

Team Leadership and Development:

• Manage, coach, and develop Customer Care Representatives across multiple CCR teams and locations.
• Set clear expectations for professionalism, productivity, follow-through, documentation, internal communication, and customer handling.
• Lead onboarding, training, team meetings, coaching conversations, and performance check-ins.
• Partner with leadership on performance management, corrective action, employee development, staffing needs, and coverage planning.
• Build a positive, accountable, service-focused culture where representatives understand both customer needs and operational realities.

• Roll out Customer Care standards across Liberty Waste Solutions’ operating footprint and ensure each location understands expectations.
• Conduct site visits to observe workflows, train team members, support local leadership, and strengthen communication with branch operations.
• Identify location-specific issues while building company-wide consistency in service communication, documentation, escalation, and follow-up.
• Help balance workload and coverage across locations during peak volume, staffing gaps, vacations, and operational disruptions

Qualifications:

• 3+ years of customer service experience required.
• 3+ years of supervisory, team lead, or customer service management experience required.
• Experience building customer service processes, procedures, KPIs, training materials, dashboards, or performance expectations strongly preferred.
• Experience managing multiple employees, locations, departments, or service teams strongly preferred.
• Waste, recycling, logistics, transportation, construction, utilities, or route-based service industry experience preferred.
• Strong leadership, coaching, employee development, communication, and problem-solving skills.
• Ability to handle difficult customer conversations professionally and calmly.
• Comfortable working with customer management systems, CRM platforms, email, spreadsheets, reporting tools, and phone systems.
• Ability to coordinate across Sales, Operations, Dispatch, Billing, and Management.
• Strong attention to detail, organization, follow-through, and accountability.
• Ability and willingness to travel for site visits within the Liberty Waste Solutions footprint as needed.

Preferred Experience

• Prior experience in the waste and recycling industry.
• Experience managing a customer service team, call center team, dispatch support team, or service support team.
• Experience handling customer escalations, service failures, billing disputes, customer retention issues, and team performance.
• Familiarity with recurring service accounts, route-based operations, service tickets, customer retention, and contract-based service agreements.
• Experience using HubSpot, Soft-Pak, Tower, TRUX, Salesforce, or similar CRM/customer service platforms.