Apex Waste Solutions · 17 hours ago
Customer Service Manager
Parker, CO, US
Full-time
Onsite
Mid, Senior Level
$70K/yr - $76K/yr
3+ years expApex Waste Solutions is dedicated to providing exceptional waste management services. The Customer Service Manager is responsible for leading the customer service team to deliver outstanding service to various waste customers while ensuring operational efficiency and customer retention.
Environmental ConsultingRecyclingSustainabilityWaste Management
Responsibilities
Lead, coach, and manage customer service representatives (CSRs)
Set performance expectations, monitor KPIs, and conduct regular coaching and reviews
Train team members on systems, policies, service standards, and industry regulations
Foster a customer-focused, accountability-driven culture
Oversee handling of service requests, complaints, and escalations (missed pickups, container issues, billing inquiries, service changes)
Ensure timely and accurate resolution of customer issues
Partner with sales and operations to improve customer retention and satisfaction
Develop and implement customer service standards and best practices
Act as the primary liaison between customer service and operations (dispatch, drivers, supervisors)
Communicate service disruptions (weather, equipment issues, holidays) to customers
Support route changes, container deliveries, and service modifications
Participate in daily/weekly operational meetings as needed
Track and analyze customer service metrics (call volume, resolution time, complaints, retention)
Identify trends and root causes of recurring service issues
Recommend and implement process improvements
Prepare reports for leadership on customer service performance
Ensure adherence to company policies, safety standards, and regulatory requirements
Maintain accurate customer records in CRM, routing, and billing systems
Support system implementations or upgrades as needed
Qualification
Required
3–5 years of customer service experience, with at least 2 years in a leadership or supervisory role
Experience managing high call volumes, customer escalations, and service recovery
Proven track record of leading teams, improving customer satisfaction, and reducing complaints
Experience working cross-functionally with operations, dispatch, sales, and billing teams
High school diploma or GED required
Strong leadership, coaching, and team-development skills
Excellent verbal and written communication abilities
Ability to de-escalate customer issues while balancing operational constraints
Strong problem-solving and decision-making skills
High level of organization and attention to detail
Ability to analyze trends and performance metrics to drive improvements
Proficiency with CRM, billing, and routing systems
Ability to thrive in a fast-paced, high-volume service environment
Preferred
Prior experience in the waste, recycling, transportation, logistics, or other field-based service industries
Familiarity with municipal contracts, service level agreements (SLAs), and route-based service models
Bilingual (English/Spanish) preferred but not required
Associate's or Bachelor's degree in Business, Management, Communications, or a related field preferred
Equivalent combination of education and relevant industry experience will be considered
Benefits
Medical, Dental, & Vision Insurance
Matching 401k
Long Term & Short Term Disability
Life Insurance
Paid Time Off
Company
Apex Waste Solutions
Apex Waste Solutions is a recycling company that provides waste disposal management and environmental sustainability services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Kinderhook Industries
2024-05-20Private Equity
Leadership Team
Marshall Stuckey
Chief Financial Officer
Company data provided by crunchbase