Company Overview

Interstate Waste Services, Inc. is one of the largest and fastest growing private solid waste and recycling companies in the country. We service customers in Southern New York State and throughout New Jersey, and in New York City through our subsidiary Action Environmental Services.

Job Description

As the Director of Customer Service, you will play a pivotal role in leading and overseeing all aspects of our customer service operations. You will be responsible for developing and implementing strategies to enhance customer satisfaction, optimize service delivery, and drive operational excellence. This role offers an exciting opportunity to lead a dynamic team in delivering exceptional customer experiences and achieving business objectives while overseeing 60 employees across multiple locations. Additionally, you will help develop a customer service organizational structure that supports the rapid growth of the business.

Responsibilities

• Lead and manage the day-to-day operations of the customer service department, including inbound and outbound call center activities, email support, and other communication channels.
• Develop and implement customer service policies, procedures, and best practices to ensure consistency, efficiency, and quality of service delivery.
• Define performance metrics, KPIs, and benchmarks to evaluate team performance, track progress, and drive continuous improvement initiatives.
• Lead and inspire a team of customer service managers, supervisors, and representatives, providing guidance, coaching, and support to foster a culture of excellence and accountability.
• Develop and maintain strong relationships with internal stakeholders, including operations, IT, finance, and HR, to ensure alignment and collaboration across functions.
• Partner with cross-functional teams to identify process improvements, system enhancements, and training opportunities to enhance the customer experience and streamline operations.
• Monitor customer feedback, complaints, and trends, identifying root causes and implementing corrective actions to address issues and prevent recurrence.
• Bring an entrepreneurial spirit to the role, driving innovation and leveraging technology to enhance service delivery, streamline processes, and meet evolving customer needs and expectations.
• Develop and manage departmental budgets, resource allocation, and staffing plans to ensure efficient and effective utilization of resources.
• Stay informed about industry trends, best practices, and emerging technologies in customer service management, applying insights to drive strategic initiatives and stay ahead of the competition.

Skills/Experience Requirements

• Bachelor's degree in Business Administration, Management, or related field required; master's degree preferred.

• Minimum of 10 years of progressively responsible experience in customer service roles, with 7 years in a leadership or management capacity within a call center environment.

• Proven track record of success in customer service leadership roles, preferably in a large, complex call center environment.
• Strong leadership and people management skills, with the ability to inspire, motivate, and develop high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization.
• Strategic thinker with a results-oriented mindset and a track record of driving operational excellence and achieving business objectives.
• Experience developing and interpreting traditional call center metrics and reports to drive performance.
• Ability to analyze data, identify trends, and make data-driven decisions to optimize performance and drive continuous improvement.
• Proficiency in call center technologies, CRM systems, and workforce management tools preferred.
• Strong problem-solving and decision-making abilities, with the ability to thrive in a fast-paced, dynamic environment.
• Commitment to customer-centric values and a passion for delivering exceptional customer experiences.

Career opportunities

We believe in providing the training and development you need to grow your career with Interstate Waste Services. Many of our supervisors, managers, and other leadership staff started their careers as helpers, drivers, or dispatchers. IWS is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Salary and Benefits

Interstate Waste Services is committed to providing a world class workplace to all employees. Each eligible employee receives a competitive total compensation package including competitive pay, 401k benefits with company match, medical, dental, vision, life insurance and more, in addition to paid time off and holidays.