Customer Service Manager

Overview

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, Connecticut, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling and environmental services, while keeping focus on employee, customer and environmental safety. 

What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture. 

Essential Job Summary:

The role of the Customer Service Manager (CSM) is to lead and oversee all aspects of our customer service operations.  The primary focus is to ensure that all customers and contacts receive prompt, expedited, courteous, and effective assistance across all communication channels. The CSM is also expected to develop and implement strategies to optimize service delivery, drive customer satisfaction, and achieve departmental goals and objectives through process and continuous improvement. 

Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Drive and optimize daily customer service operations, including team staffing, scheduling, and workflow efficiency, to ensure seamless service delivery.
• Create and enforce customer service policies, procedures, and best practices to guarantee operational consistency, efficiency, and high-quality service standards.
• Analyze customer service metrics (response times, resolution rates, and satisfaction scores) to identify performance gaps and implement data-driven improvements.
• Lead, mentor, and develop the customer service team, delivering targeted coaching, training, and performance management to boost individual and team effectiveness.
• Serve as the primary escalation point for complex customer issues, delivering timely resolutions that ensure customer satisfaction and loyalty.
• Collaborate cross-functionally with operations, sales, and billing teams to resolve customer needs and streamline service delivery.
• Build and nurture strong relationships with key stakeholders—customers, vendors, and internal teams—to champion customer-centric initiatives and enhance collaboration.
• Produce actionable reports and insights from customer service data, presenting trends and strategic recommendations to senior management for informed decision-making.
• Stay ahead of industry trends and regulatory updates, integrating innovative practices to continuously elevate customer service performance.
• Cultivate a positive, inclusive team culture focused on accountability, collaboration, and ongoing professional development.
• Develop, review, and update SOPs, Knowledge Center articles,
• Identify gaps, missing information, and areas for improvement; create and execute quality enhancement initiatives.
• Monitor all customer service queues (phone and email) daily and conduct weekly calibration sessions.
• Work with the core team to develop and implement quality improvement strategies.
• Assess staff knowledge and skills, provide retraining as needed, and document all training phases.

Requirements and Qualifications:

• Bachelor’s degree or equivalent experience preferred.
• Proven ability to manage workflows and oversee daily operations in a dynamic call center environment.
• Experience in team development and leadership.
• Expertise in change management.
• Background in delivering training and coaching, ranging from junior team members to advanced Train the Trainer programs.
• Innovative approach to training with a focus on interactive learning.
• Ability to work effectively under pressure to meet deadlines and achieve targets.
• Proficient in creating and following standard operating procedures (SOPs) and systems.
• Strong commitment to quality and customer service.
• Exceptional attention to detail; skilled in fostering employee morale and supporting team members in reaching their full potential.
• Excellent communication skills, both written and verbal, with a focus on clarity, detail, and timeliness.
• Self-motivated with strong prioritization, management, and organizational abilities.
• Collaborative team player with a proactive attitude and strong sense of ownership

Additional Information

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary Range Minimum

Salary Range Maximum