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

• 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 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 and 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 with leadership on performance management, corrective action, employee development, staffing needs, and coverage planning.
• Build a positive, accountable, service-focused culture where representatives understand both customer needs and operational realities.
• Multi-Site Implementation & Standardization
• Roll out Customer Care standards across Liberty Waste Solutions’ operating footprint and ensure each location understands expectations.
• Conduct site visits to observe workflows, train team members, support local leadership, and strengthen communication with branch operations.
• Identify location-specific issues while building company-wide consistency in service communication, documentation, escalation, and follow-up.
• Help balance workload and coverage across locations during peak volume, staffing gaps, vacations, and operational disruptions.

Qualifications

• 3+ years of customer service experience required.3+ years of supervisory, team lead, or customer service management experience required.
• Experience building customer service processes, procedures, KPIs, training materials, dashboards, or performance expectations strongly preferred.
• Experience managing multiple employees, locations, departments, or service teams strongly preferred.
• Waste, recycling, logistics, transportation, construction, utilities, or route-based service industry experience preferred.
• Strong leadership, coaching, employee development, communication, and problem-solving skills.
• Ability to handle difficult customer conversations professionally and calmly.
• Comfortable working with customer management systems, CRM platforms, email, spreadsheets, reporting tools, and phone systems.
• Ability to coordinate across Sales, Operations, Dispatch, Billing, and Management.
• Strong attention to detail, organization, follow-through, and accountability.
• Ability and willingness to travel for site visits within the Liberty Waste Solutions footprint as needed.

Preferred Experience

Prior experience in the waste and recycling industry.

Experience managing a customer service team, call center team, dispatch support team, or service support team.

Experience handling customer escalations, service failures, billing disputes, customer retention issues, and team performance.

Familiarity with recurring service accounts, route-based operations, service tickets, customer retention, and contract-based service agreements.

Experience using HubSpot, Soft-Pak, Tower, TRUX, Salesforce, or similar CRM/customer service platforms.

The Customer Care Manager will be evaluated on the ability to build and implement a stronger Customer Care function, including:

Creation and rollout of Customer Care KPIs, dashboards, reports, and accountability routines.

Development of clear processes, procedures, scripts, training tools, escalation paths, and documentation standards.

Improved response times, follow-through, and issue resolution across all CCR teams.

Reduction in repeat complaints, repeat missed-service issues, unresolved cases, and customer confusion.

Improved consistency across locations and stronger communication with Sales, Dispatch, Billing, and Operations.

Improved documentation accuracy, customer retention support, team productivity, morale, and accountability.

The salary range for this position is $70,000 to $85,000 annually based on experience.

Benefits

Competitive salary.

Health, dental, and vision insurance.

Paid time off.

Company holidays.401(k) plus company match.

Career growth opportunities within a growing waste and recycling company.

Opportunity to build and lead the Customer Care function at Liberty Waste Solutions.

Liberty Waste Solutions provides waste, recycling, dumpster, portable toilet, and related environmental services throughout North Carolina. We serve commercial, construction, residential, municipal, and industrial customers with a focus on responsive local service, operational reliability, and long-term customer relationships.

Our Customer Care teams play a critical role in the success of the company by supporting customers, drivers, dispatchers, sales representatives, billing, and operations every day. The Customer Care Manager will help build the structure, tools, and accountability needed for those teams to scale successfully.