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 ## Build Customer Care Systems, Processes & Procedures - 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 KPIs, Reporting & Performance Visibility - 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 & 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…