About Our Organization: Adams Sanitation is a fast-growing waste hauler serving residents and businesses in Northwest Florida providing a full range of waste and recycling collection and disposal services. At Adams, safely exceeding customer expectations while supporting the communities that we serve is what drives us every day. Our fast-growth and team focused environment makes us a great place to work for dynamic, self-motivated people.
Job Overview:
As a Customer Service Manager at Adams Sanitation, you will play a pivotal role in interacting with customers to provide information, address inquiries, handle complaints, and facilitate service sign-ups. Your responsibilities will include providing efficient administrative support to ensure the smooth functioning of daily operations.
Duties:
Manages customer service functions and trains all incoming CSRs for their newly acquired positions in the call center.
· Serves as first line of contact with customer asks for a manager.
· Meets weekly with Public Relations Manager to review metrics, to discuss ideas and to handle issues with customer service team.
· Generates necessary reports upon request for Public Relations Manager.
· Works closely with the Director of Operations to keep routes running smoothly, including relaying customer and account requests, complaints, and information using spreadsheets as well as phone and email communication.
· Communicates regularly with Field Supervisors to ensure flow of information between the field and office utilizing Trash Flow billing and routing systems.
· Ensures ACH Processing, Monthly Billing, Vacation Billing, Town of Jay Billing & Commercial Billing are completed in accordance with the company schedule.
· Works with customers on special payment requests when needed. Drives collection efforts including late fees/suspensions/cancellations.
· Supports company operations by supporting the 30A vacation rental (VR) process by creating pre-filled contract documents with appropriate VR information for individual and Vacation Property Customers.
· Manages customer service team to ensure adequate staffing for call volume.
· Works with Public Relations Manager to ensure all customer communication is sound.
·Reports to the Public Relations Manager any abnormalities on the website and failure points in customer communication.
·Pulls monthly reports to ensure customer billing information is accurate. (Training to be provided.)
· Prepares weekly customer metrics and maintains the metadata sheet. Informs the management team of industry trends, changes, and unusual circumstances.
· Anticipate any other Key Performance Indicators (KPIs) that should be utilized to manage success.
· Manage Employee Trash Collection Benefit accounts.
· Conduct weekly staff meetings with Customer Service team.
· Approve time/PTO approvals for customer service staff.
· Employee discipline, and/or recognition for customer service staff.
· Annual employee reviews of customer service staff.
· Manage software implementation alongside CFO and Public Relations Manager.
·Other administrative tasks as directed by Chief Financial Officer and/or Public Relations Manager.
Work requirements:
Organization and attention to detail
·Big picture thinking utilizing critical thinking skills
·Solid customer service skills
·Informing others/effective communication skills
·Timely completing assigned tasks
· Delegation as needed and required
·Open to technology/learning/process improvement
· Team player with customer service mindset
- Experience in supervising or managing teams is preferred.
Qualifications:
· High school diploma, GED, or equivalent
· One to two years’ experience in customer service manager type role with customer service functions
· Proficient with office software
Job Type: Full-time
Pay: $47,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
People with a criminal record are encouraged to apply
Experience:
- Microsoft Office: 1 year (Required)
Ability to Commute:
Ability to Relocate:
- Milton, FL: Relocate before starting work (Required)
Work Location: In person