Director of Customer Service

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:

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.

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.

• 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.

Requirements and Qualifications:

• 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.

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

USD $150,000.00/Yr.

Salary Range Maximum

USD $190,000.00/Yr.