Customer Care Manager

Who we are

For more than 40 years, Reworld has been a leader in sustainable waste solutions, providing our customers with innovative solutions that help them achieve carbon-negative outcomes.

Our Vision

Reworld is leading the charge to a carbon-negative future through revolutionary sustainable materials management solutions that reduce, reuse, recycle and reimagine waste for the benefit of society and the environment.

Our Business

Reworld partners with businesses by offering cutting-edge engineering and innovative solutions, to help customers reduce, reuse, recycle and recover value from waste streams and meet or exceed their sustainability goals.

Our Value

Reworld's differentiator comes from our ecosystem of technology, facilities and partnerships, trusted by the world’s largest organizations to reimagine waste management for a smarter, more sustainable world.

All that we’re missing is you.  Apply today!

About the role

Position Description:

The Mgr, Customer Care will work closely with the Sr Director, Customer Care to implement and ensure adherence to the streamlining and transforming of the Client Services infrastructure across all MPF locations. Ensure that the quality and effectiveness of services provided to our clients are top quality and are in accordance with company policies, practices, and procedures.

Work location: Work From Home EST or CST

Responsibilities:

• Hire, train & develop customer service personnel across all MPF locations. Complete yearly reviews and develop goals for personal to support the company, region, and department.

• Establish standard job descriptions and roles and responsibilities for all Client Services positions.

• Work with Sr Director, Customer Care in defining a strategy to reorganize the Customer Service Department

• Achieve budgeted revenue targets related to assigned book of customers. Mentor and manage Account Managers in achieving individual revenue quotas.

• Grow and foster a Customer First Culture: provide timely, reliable, accurate information and documentation to our customer base. Champion Customer Service commitment to same day response for all internal/external customer inquiries.

• Train and coach customer service representatives to ensure quality and standardization of rolls, responsibilities, system utilization and overall service delivery.

• Build on-call scheduling function including definition and measurement of KPIs.

• Participate in client review meetings and sales presentations as required.

Requirements: 

• High School Diploma / GED required.

• 3-5 years of experience in Client Services

• Extensive leadership and team building skills

• Experience in project management

• Must exercise good judgement and problem-solving skills

• Demonstrate attention to detail and time management

• Ability to analyze information and suggest improvements

• Proficient in Microsoft Office, specifically Outlook, Word, and Excel

• Excellent written and verbal communication skills

All Reworld positions require a candidate's ability to perform the duties and responsibilities of the role while upholding Reworld's Values, including (but not limited to) contributing to a safe and inclusive workplace, delivering results through trust, and building breakthrough capabilities.

Please note that Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Pay Transparency

Reworld is committed to paying its staff equitably, and we strive to provide competitive compensation and benefits packages. The range below reflects Reworld’s reasonable estimate of base pay for this role based on primary posting location. It is expected that most qualified candidates in this location will fall within the posting range. The final salary offered for this role will be determined based on factors including, but not limited to: experience, education, geographic location, skills and competencies, travel requirements and/or union contracts (if applicable). Pay ranges are reviewed from time to time and may be modified in the future. 

Our DEI Commitment

Reworld is an Equal Opportunity Employer, has developed an Affirmative Action Program (AAP), and will not discriminate against any qualified applicants because of race, color, religion, sex, national origin, sexual orientation, gender identity, disability (including perceived disability, physical, mental, and/or intellectual disabilities), veteran status, liability for service in the Armed Forces of the United States, or any other characteristic protected by law.  

Know Your Rights (Click to view poster)

If you are an individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site because of your disability. You can request reasonable accommodations by going to Reworldwaste.com and clicking on the ‘Contact Us’ button. Under Inquires, select ‘Careers’ in the Interest field, fill out all required fields including your message.  In the message section, please note this is a ‘Job Application Accommodation Request’.

Attention Staffing Agencies & Search Firms

Reworld may sometimes selectively collaborate with staffing agencies and search firms (Agencies). Reworld will only consider candidates from Agencies with whom a signed agreement and a duly authorized work order (for a specific role) has been duly executed. Any unsolicited candidate submissions or candidate submissions from Agencies that do not meet these criteria, will be deemed invalid and ineligible for any fees.