Customer Service Manager Arrowaste, Inc.

• 5.0 Jenison, MI Job Details Full-time $56,609.87
• $61,721.

61 a year 3 hours ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Employee discount Retirement plan Qualifications Performance reviews Managing customer accounts Managing teams in a customer support role Customer service Frontline customer support management Team development Hiring Bachelor's degree Team management Training & development Call center management Full Job Description Job Summary The Residential Customer Service Manager plays a key role in upholding Arrowaste's reputation for professionalism and excellence. This position is essential to our long-term success in the solid waste and recycling industry. Working closely with our management, operations, and customer service teams, you will help build and maintain lasting relationships with both new and existing customers. Your primary responsibility is to lead and manage our Customer Service Department, supporting and developing a team of Customer Service Representatives (CSRs) while ensuring outstanding service to our residential customers. At Arrowaste, we take pride in fostering a culture of service, inclusiveness, and positivity — creating a workplace where excellence and enjoyment go hand in hand. Key Responsibilities Customer Service Management

• Lead and supervise the team of Customer Service Representatives. This will include hiring and discipline.
• Monitor call quality and customer interactions to ensure exceptional service standards.
• Provide training, coaching, and feedback to CSRs on best practices and call handling techniques.
• Manage daily workflows and "to-do" lists, addressing any service issues, low call volumes, or performance gaps.
• Approve time-off requests, manage absences, and adjust schedules as needed.
• Assist with incoming calls during peak times to support the team and maintain service levels.
• Handle all the manager call backs. Reporting
• Generate and review daily call logs.
• Oversee accounts requiring orange tags, payment holds, or final non-payment cart removals.
• Ensure reminder calls, expired credit card follow-ups, and finance charge monitoring
• Monitor route notes and filter out erroneous notes. Billing Oversight
• Manage billing for all residential accounts, across three quarterly billing cycles each month.
• Monitor and process autopay transactions, handle declined payments, and run manual autopay batches.
• Ensure accuracy in deposits and process necessary corrections. Account Management
• Process refunds, credit card reversals, and billing-related communications.
• Respond to "Contact Us" and quote request emails in a timely and professional manner.
• Coordinate with operations on route or day changes and manage related customer communications (e.g., "Call-Em-All" notifications).
• Oversee residential container (RC) account balances, vacation lists, and scheduled cancellations.
• Be involved in annual price increase implementation and strategy. Customer Support Assistance
• Support the customer service team by answering phones during high call volumes.
• Collaborate with the operations team to address and resolve repeated service issues or missed collections
• Collaborate with Dispatch for last minute requests and needs to ensure we are providing great customer service. Sales
• Monitor HOA quoting opportunities and provide recommendations.
• Identify potential growth areas or regions with increased housing density, and develop targeted marketing strategies for those areas.
• Assist the development and management of municipal contracts and single-hauler agreements.

Pay:

$56,609.87

• $61,721.

61 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Paid time off Retirement plan Vision insurance

Education:

Bachelor's (Preferred)

Experience:

Customer service: 5 years (Required) Managing employees: 3 years (Required)

Work Location:

In person