Customer Service Manager
$70,000–$85,000 year
On-siteRaleigh, North Carolina, United States
Job Summary
Develop the Customer Care operating model by creating daily workflows, service standards, escalation paths, and documentation requirements across multiple locations. Build scripts, email templates, and training materials to standardize communication, while designing handoff procedures between Customer Care, Sales, Dispatch, Billing, and Operations. Establish Customer Care KPIs and dashboards to track responsiveness, service quality, and retention risks, then use reporting cadence to identify staffing needs and process gaps. Manage and coach Customer Care Representatives, conducting site visits to observe workflows and strengthen communication with branch operations. Translate customer complaint trends into corrective actions with cross-functional teams to reduce repeat calls and improve issue resolution.
Required Qualifications
- 3+ years of customer service experience
- 3+ years of supervisory, team lead, or customer service management experience
- Ability and willingness to travel for site visits within the Liberty Waste Solutions footprint as needed
Desired Qualifications
- Experience building customer service processes, procedures, KPIs, training materials, dashboards, or performance expectations
- Experience managing multiple employees, locations, departments, or service teams
- Waste, recycling, logistics, transportation, construction, utilities, or route-based service industry experience
- 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
- 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
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