What are the responsibilities and job description for the Customer Service Manager position at Roll Off Solutions LLC?
Job Title: Customer Service Manager
Job Type: Full-Time
Location: Parker, Colorado
Application Deadline: Position will remain open until filled
Pay: $70,000 - $76,000 Yearly Salary
About Us:
We are dedicated to providing exceptional waste management services to our community. We believe in safety, reliability, and environmental responsibility. Our team is committed to ensuring waste is collected, handled, and disposed of in a sustainable and efficient manner.
Job Summary:
The Customer Service Manager is responsible for leading and developing the customer service team to deliver exceptional service to residential, commercial, and municipal waste customers. This role serves as the bridge between customers and operations, ensuring service issues are resolved quickly, routes are supported effectively, and customer retention goals are met.
The ideal candidate understands the fast-paced, field-driven nature of the waste industry and can balance customer satisfaction with operational realities.
Key Responsibilities:
Team Leadership & Development
- Lead, coach, and manage customer service representatives (CSRs)
- Set performance expectations, monitor KPIs, and conduct regular coaching and reviews
- Train team members on systems, policies, service standards, and industry regulations
- Foster a customer-focused, accountability-driven culture
Customer Experience Management
- Oversee handling of service requests, complaints, and escalations (missed pickups, container issues, billing inquiries, service changes)
- Ensure timely and accurate resolution of customer issues
- Partner with sales and operations to improve customer retention and satisfaction
- Develop and implement customer service standards and best practices
Operational Coordination
- Act as the primary liaison between customer service and operations (dispatch, drivers, supervisors)
- Communicate service disruptions (weather, equipment issues, holidays) to customers
- Support route changes, container deliveries, and service modifications
- Participate in daily/weekly operational meetings as needed
Performance & Reporting
- Track and analyze customer service metrics (call volume, resolution time, complaints, retention)
- Identify trends and root causes of recurring service issues
- Recommend and implement process improvements
- Prepare reports for leadership on customer service performance
Compliance & Systems
- Ensure adherence to company policies, safety standards, and regulatory requirements
- Maintain accurate customer records in CRM, routing, and billing systems
- Support system implementations or upgrades as needed
Qualifications:
Experience
- 3–5 years of customer service experience, with at least 2 years in a leadership or supervisory role
- Prior experience in the waste, recycling, transportation, logistics, or other field-based service industries preferred
- Experience managing high call volumes, customer escalations, and service recovery
- Proven track record of leading teams, improving customer satisfaction, and reducing complaints
- Experience working cross-functionally with operations, dispatch, sales, and billing teams
- Familiarity with municipal contracts, service level agreements (SLAs), and route-based service models a plus
Skills
- Strong leadership, coaching, and team-development skills
- Excellent verbal and written communication abilities
- Ability to de-escalate customer issues while balancing operational constraints
- Strong problem-solving and decision-making skills
- High level of organization and attention to detail
- Ability to analyze trends and performance metrics to drive improvements
- Proficiency with CRM, billing, and routing systems
- Ability to thrive in a fast-paced, high-volume service environment
- Bilingual (English/Spanish) preferred but not required
Education
- High school diploma or GED required
- Associate’s or Bachelor’s degree in Business, Management, Communications, or a related field preferred
- Equivalent combination of education and relevant industry experience will be considered
Working Conditions:
- Full-time position, Monday through Friday, with possible on call for off hours service needs.
- In Office
- Frequent use of a computer, phone, and headset.
Compensation & Benefits:
- $70,000 - $76,000 Yearly Salary
- Medical, Dental, & Vision Insurance
- Matching 401k
- Long Term & Short Term Disability
- Life Insurance
- Paid Time Off
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
Salary : $70,000 - $76,000