Head of Customer Service - USA Waste & Recycling : Job Details

Head of Customer Service

USA Waste and Recycling

USA Waste and Recycling, Inc

USA Waste is at the forefront of waste, hauling, and processing - innovating every step as we work to find the best solutions for safe and efficient residential and commercial services. From building the country's largest state-of-the-art recycling facility, powering our buildings with solar energy, and fueling our trucks with all-American natural gas, we are committed to you, our communities, and the planet.

Our story started with a single truck. In 1974, founder Guy Sonny Antonacci and his wife, Mary Ann, started Somers Sanitation - named after our hometown of Somers, Connecticut. Today, three generations of family and a dedicated team of professionals are leading our companies into the future. While our fleet, facilities, services, and family have all grown, we take pride in continuing to operate our businesses based on the fundamental principle that has guided us since the beginning - to provide exceptional service and innovation to the communities and people we serve.

Join a team committed to taking big leaps forward to remain at the forefront of sustainability.

Some see waste. We see possibilities.

About the Role:

We are seeking a dynamic and strategic Head of Customer Service to lead and shape the customer service department. As the voice of the customer, you will play a key role in driving the strategic direction of our customer experience initiatives while aligning them with our broader business goals.

This role requires a leader passionate about transforming the customer experience by leveraging technology, understanding customer journeys, and managing change. Your ability to guide, develop, and inspire a diverse team will be essential for success as we continue to grow.

Key Responsibilities:

• Leadership & Team Development: Lead, mentor, and develop a team of customer experience professionals. Foster a collaborative, high-performing environment focused on customer satisfaction and continuous improvement. Drive accountability through consistent team performance, goal attainment, and shared success for the customer.
• Strategic Oversight: Own and drive the customer strategy, ensuring alignment with overall business goals, and customer-centric growth initiatives. Work with cross-functional teams, including sales, collections, and operations to integrate customer experience efforts across the organization.
• Customer Journey Mapping & Transformation: Led the design and implementation of customer journey mapping processes, ensuring a comprehensive understanding of the end-to-end customer experience from start to finish. Identify pain points and opportunities for improvement, leveraging technology and innovation to drive transformation.
• Customer-Centric Initiatives: Develop and execute initiatives to improve customer satisfaction, loyalty, and advocacy. Monitor key performance indicators (KPIs) and other metrics to assess the effectiveness of the CS program and make data-driven decisions to optimize outcomes.
• Change Management: Guide the team through organizational changes, including those related to our acquisitions, ensuring clean communication, empathy, and support to maintain morale and productivity.
• Collaboration Across Teams: Serve as the central liaison between the CS team and other departments (sales, operations, collections, etc.), championing the customer experience perspective in decision-making processes.
• Technology & Process Improvement: Leverage technology to streamline and improve customer experience processes. Continuously evaluate and integrate new tools and platforms that enhance CS delivery and operation efficiency.
• Continuous Improvement: Champion a culture of continuous improvement by regularly assessing customer experience, soliciting feedback, and leading initiatives to optimize touchpoints across the customer lifecycle.

Requirements:

• 5 years of customer service experience
• Experience in customer service management and the refuse industry is preferred.
• Ability to learn customer service software.

Physical Demands:

Listed below are key points regarding the job's environmental demands and work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday.
• Required to exert physical effort in handling objects less than 30 pounds rarely.
• This position requires on-site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]

Example: Determine and develop user requirements for systems in production, to ensure maximum usability

Qualifications

[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]

Example: Excellent verbal and written communication skills