Customer Service Manager

What We Do
We are a Texas Based - Texas Proud waste solutions provider servicing your local residential, commercial and municipal trash and recycling needs. We pride ourselves in providing exceptional customer service, starting with our hardworking Operations team to our Corporate Leadership. Since 2017, Frontier Waste Solutions has continued to grow and expand its footprint in Texas. We are looking for those looking to be part of this exciting endeavor and share our mission of being the best waste solutions company in Texas.

As they say, "There is no business, like trash business."

What We Are Looking For
CUSTOMER SERVICE MANAGER - MUST BE BILINGUAL IN SPANISH
Position Summary
Responsible for managing customer service representatives and monitoring their performance while still providing excellent service to the customer. In this role, you will resolve emergency issues, provide training for new employees, and handle service issues beyond representative capability. You will also be required to meet all customer and company expectations.

Essential Duties & Responsiblities

• Develop service procedures, policies and standards
• Protect customer information by keeping all information confidential
• Analyse statistics and compile accurate reports
• Creating effective customer service procedures, policies, and standards.
• Demonstrate the ability to coach and improve performance
• Setting customer service goals for team members and helping them reach those goals
• Establishing and maintaining a positive, customer-centric team culture
• Improves customer service quality results establishing and communicating service metrics and monitoring and analyzing results.
• Update job knowledge by attending training and educational opportunities
• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience
• Generating sales leads, building sustainable relationships where necessary
• Manage difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance
• Handling Serious, Long-Lasting Issues with Customer
• Provide accurate information about products and services to the customer
• Interacting with customers and handling customer queries and complaints in a timely manner
• Identify and educate customers on services/products with the intent of suggestive upselling
• Perform other assignments and duties as directed by supervisor

Minimum Qualifications

• Bilingual in Spanish strongly required
• 5 years of customer service experience
• 3 years of working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• 3 year of call center experience highly preferred
• Excellent knowledge of management methods and techniques
• Experienced sales aptitude
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills
• Excellent follow-through and attention to detail
• Strong verbal and written communication skills
• Proficiency with Microsoft Word, Excel, Outlook, and Microsoft Teams

Physical Requirements

• Sitting for 6 - 8 hours a day
• Standing, walking, bending, kneeling, stooping, and climbing
• Ability to lift and move items up to 10 pounds

EDUCATION

• High School diploma or equivalent required
• Associate's Degree, desired but not required

LICENSE AND CERTIFICATIONS

• None