Regional Customer Care Leader

Rumpke Waste & Recycling; Cincinnati (AR); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision care

401(k) matching

Life insurance

Paid vacation

Job summary

Rumpke Waste & Recycling is seeking a Regional Customer Service Manager to lead the regional call center team, drive performance, and manage customer interactions across multiple departments. The role emphasizes process discipline, coaching, and ensuring timely, high‑quality service to customers and partners.

The candidate should bring 5+ years in call center or customer service roles and 3+ years supervisory experience, with strong proficiency in Windows and MS Office.

Qualifications

• 3+ years of supervisory experience preferred.
• 5+ years of call center or customer service experience.
• Waste industry experience preferred.
• Advanced computer proficiency in Windows and Microsoft Office applications.

Responsibilities

• Provide leadership, training, development, and management oversight to the Regional Call Center operation.
• Ensure evaluations, compliance items, terminations, disciplines, and personnel counseling are done timely.
• Forecast and monitor customer interaction volume and maintain call center performance history.
• Meet or exceed KPI goals (abandoned rate, answer speed, ready time, etc.).
• Prepare monthly budgeting, forecasting and cost control.
• Distribute monthly audit reports identifying trends and impact on customer relations.
• Coordinate with sub-contractors/route managers and other departments.
• Relay customer information to appropriate team members in a timely manner.
• Ensure escalated customer interactions are resolved and de-escalated when needed.
• Balance multiple projects and suggest systemic improvements.
• Maintain professional atmosphere and confidentiality per company policy.

Skills

Mentor, leadership, project management

Motivate staff

Interpersonal skills

Professional communication

Work habits

Service area knowledge

MS Office proficiency

Tools

Excel

Word

PowerPoint

Outlook

Job description

Rumpke Waste & Recycling is seeking a Regional Customer Service Manager to lead the regional call center team, drive performance, and manage customer interactions across multiple departments. The role emphasizes process discipline, coaching, and ensuring timely, high‑quality service to customers and partners.

The candidate should bring 5+ years in call center or customer service roles and 3+ years supervisory experience, with strong proficiency in Windows and MS Office.