Customer Service Manager — Operations & Team Leadership

Big’s Sanitation; Elizabeth (Allegheny County); On-site; USD 70,000 - 95,000; Full time

Job summary

Big’s Sanitation is seeking a Customer Service Manager to lead the customer service team, drive service quality, and ensure prompt resolution of inquiries and issues. You will oversee CSRs, coordinate with Operations, Dispatch, Billing, and Sales to maintain strong customer relationships and efficient service delivery.

The role requires proven leadership, excellent communication, and the ability to coach staff, set performance goals, and implement improvements that enhance customer satisfaction

Qualifications

• Minimum 3+ years in customer service management or supervisor role.
• Experience in waste management, transportation, logistics, or service industry is a plus.
• Strong leadership, communication, interpersonal, and problem-solving skills.
• Ability to supervise, motivate, coach, and develop employees.
• Proficient in Microsoft Office and customer service, billing, and operational software.

Responsibilities

• Oversee the daily operations of the Customer Service Department, including supervision of CSRs and other assigned personnel.
• Provide leadership, direction, coaching, and ongoing support to customer service staff.
• Establish departmental goals, performance expectations, and accountability standards.
• Monitor employee performance, productivity, attendance, and customer service quality.
• Conduct employee training, performance evaluations, and coaching as needed.
• Ensure appropriate staffing, scheduling, and coverage to meet daily business demands.
• Foster a positive, professional, and team-oriented work environment.
• Establish and maintain strong customer relationships through effective problem resolution.

Skills

Leadership

Communication

Problem-solving

Staff coaching

Customer focus

Tools

Microsoft Office

Job description

Big’s Sanitation is seeking a Customer Service Manager to lead the customer service team, drive service quality, and ensure prompt resolution of inquiries and issues. You will oversee CSRs, coordinate with Operations, Dispatch, Billing, and Sales to maintain strong customer relationships and efficient service delivery.

The role requires proven leadership, excellent communication, and the ability to coach staff, set performance goals, and implement improvements that enhance customer satisfaction