{"id":3101162,"url":"https://alion.io/job/rumpke-customer-service-manager","title":"Customer Service Manager","company":{"id":1841546,"name":"Rumpke","domain":"rumpke.com","url":"https://alion.io/company/rumpke","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":79,"open_postings":14,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Cincinnati, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":72000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4938},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-10-22T15:18:14Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T11:30:25Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.\nWhen you join Rumpke, you’ll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.\nThis is your opportunity to make a difference for you and your family. Come join our team!\nThe Customer Service Manager will play a key role in providing daily hands-on leadership for the customer service team. This position has responsibility for customer service functions from the point a prospective customer initiates contact until they no longer subscribe to Rumpke’s service. This role will oversee and develop best practice standards and implement sales, service and technology enhancements. The Customer Service Manager will manage, monitor, provide hands-on leadership for the team and coordinate customer service functions ensuring prompt, efficient, quality service by effectively managing the dynamics of customer inquiries. This position is responsible for the overall strategy and direction of the customer service department.\nResponsibilities of Position:\nProvide leadership, strategic development and management oversight to the assigned call center operation\nMonitor customer inquiry (calls, emails, chats) volume and associated metrics, directing available resources as necessary to ensure timely response and quality service while achieving quantitative standards\nUtilize the system and available reporting to assist with coordination of adequate staffing; exercise real-time schedule adjustments based on peak volume periods\nIndividually coach customer service associates to ensure quality servicing of all inquiries; monitor call content for quality and professionalism performing call reviews and associated scoring\nForecast and monitor inquiry volume and company activity, maintain a history of call center performance, and disseminate report trends and patterns to gauge impact of company activity and customer relations\nMaintain effective training and development programs, set performance standards and monitor performance goal attainment\nEvaluate, promote, hire and terminate, discipline, provide personnel counseling, and recommend wages\nMinimize customer abandonment, while promoting profitable growth in all lines of business\nComplete departmental budgeting, forecasting and cost control\nAssist with data entry functions for reviewing and updating contracts for sales generated through customer calls if needed\nPerform other duties as assigned\nSupervisory Responsibility:\nThis position will manage 6-10 employees\nThis position will oversee and direct other managers\nSkills & Abilities Needed for Position:\nProven excellent customer service skills; ability to be persuasive with customers keeping “customer satisfaction” as a guiding factor\nAbility to motivate staff and hold team accountable to performance standards\nExcellent organizational skills\nStrong written and oral communication skills\nDecisive judgment and decision-making skills in areas of personnel management\nExceptional interpersonal skills\nAbility to successfully coach and develop associates\nProficient with Microsoft Office\nExperience & Knowledge Needed for Position:\n3+ years of previous supervisory/management experience in a call center\n3+ years of previous customer service experience - monitoring calls, 3rd party billing, credits, etc.\nBroad knowledge and background in customer center management, marketing, sales, service, delivery and work force planning\nWaste industry experience preferred\nSharePoint, One Note, Soft Pak and AS-400 experience preferred\nPhysical Requirements in a Regular Workday:\nOccasionallylifting/carrying/pushing/pulling a max of 10 lbs\nRarely lifting/carrying/pushing/pulling a max of 20 lbs\nContinuously sitting; occasionally standing/walking\nAdditional Working Conditions/Aspects:\nAbility to travel between offices, as required\nAbility to work flexible hours; expected to work nights and weekends as needed\nAbility to work overtime, weekends, and/or holidays\nMust be available for 24-hour emergency calls\nLegally eligible to work in the United States\nValid driver’s license (if applicable)\nMust successfully complete pre-employment testing\nMust be able to read and speak the English language\nThis job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties, and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish an employment contract and is subject to change at the discretion of the company.\nRumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.","description_format":"text","description_chars":5393,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":6,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Waste Management"],"lifecycle":[{"event":"open","at":"2026-10-22T17:33:35Z"}],"visa":[],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.662,"p_room":1,"age_days":3,"expected_fill_days":33,"reasons":["conf:2","stale_co","urgency","win:early","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/rumpke-customer-service-manager","json_url":"https://alion.io/job/rumpke-customer-service-manager.json","meta":{"generated_at":"2026-10-26T12:53:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17787,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1841546},"rest":"https://alion.io/mcp/rest/get_company?id=1841546"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frumpke-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frumpke-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frumpke-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rumpke-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frumpke-customer-service-manager"}]}