POSITION SUMMARY:

Apple Valley Waste is seeking a proactive and detail-oriented Customer Service Manager to lead our customer service team and ensure a seamless, positive experience for our customers. This position is critical to the operational success of the business, providing administrative support, overseeing daily service operations, managing call queue performance, and upholding high standards of customer service.
In addition to supervisory duties, the Customer Service Manager will also be responsible for fulfilling essential financial functions, including Accounts Receivable, Billing, and Collections, and will serve as a bridge between customer service and operations by providing timely and accurate data and reports.

QUALIFICATIONS:

• Experience: Minimum of 3–5 years of customer service or call center management experience, with at least 2 years in a supervisory or leadership role.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook); experience with CRM or ERP systems preferred.
• Exceptional organizational, analytical, and problem-solving skills.
• Demonstrated ability to lead and motivate a team in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to manage multiple priorities and deadlines.
• High degree of discretion and professionalism when dealing with confidential information.

• Supervise and support the Customer Service team in daily operations, including call queue management and customer issue resolution.
• Monitor team performance to ensure service level agreements (SLAs) are consistently met or exceeded.
• Oversee the development, implementation, and improvement of customer service policies and procedures.
• Provide training, mentorship, and performance evaluations for customer service representatives.
• Manage and coordinate all aspects of Accounts Receivable, Billing, and Collections in a timely and accurate manner.
• Develop and deliver regular reports and analysis for operational and performance insights.
• Investigate and resolve escalated customer complaints with professionalism and efficiency.
• Collaborate with other departments (including Operations, Sales, and Accounting) to ensure smooth cross-functional workflows and communication.
• Ensure accurate maintenance of customer account information within internal systems.
• Support change management initiatives, technology adoption, and process improvements within the department.