Customer Support Manager

Primary Purpose

The Customer Support Manager will manage the administrative team responsible for customer and supplier relationships outside of the Account Administrative (AA) role. These positions include the Front Desk Coordinator, Statement Coordinator, Invoice Coordinator, and Schedulers. In addition, this role is responsible for helping improve processes within these roles, establishing a scheduling protocol for new customers, and communicating with the operations team and customers to make sure the team is meeting expectations.

Essential Functions and Responsibilities

• Ensures Health & Safety is the number one goal by following policies, processes, and acting in a safe manner at all times.
• Establish and maintain metrics and incentives for team to meet and exceed expectations.
• Focuses on improvements for supplier invoice receipt and processing.
• Develops short pay protocol with operations and oversees statement review with statement coordinator to ensure short pays are documented and correct.
• Develops and updates supplier invoicing protocol as system processes change and works with invoice coordinator and billing specialists to ensure processes are being followed.
• Develops scheduling protocol for new customers or customers just implementing our scheduling services. Ensures a balanced workload for Schedulers and that team expectations are met.
• Manages schedule and workload for all employees to ensure work is balanced. Helps fill or find replacements as necessary. Responsible for regular evaluations and managing teams' work expectations.
• Responsible for regular reporting to operations team on status of group, including supplier invoice or statement issues, scheduling statistics, and other metrics as established.

Heritage believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Education: High School Diploma or equivalent required. 4 Year Degree preferred.

Experience: Minimum 3 years experience in customer service, collections, or business administration required. Supervisor or previous mentoring experience preferred.

Knowledge and Abilities: Excellent verbal and written communication skills with both internal and external customers. Experience balancing and delivering multiple projects in a deadline driven environment. Solid knowledge of and ability to navigate independently in the IS2 system. Sound understanding of Heritage Interactive business model, the waste management industry, and ability to learn different customer accounts quickly. Strong Microsoft Office skills, specifically Excel. Strong analytical and problem solving ability to provide solutions with limited direction. Strong attention to detail and superior time management skills.

A post offer drug screen will be required.

EOE M/W/Vet Disabled

Current Openings for Customer Support Manager Jobs at zzEnvita Solutions