CalMet Services Career Opportunities
How many years of experience do you possess as a customer service manager where you were directly managing a team of 5 or more individuals in a call center environment?
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On average, what has been the size of the teams that you have managed?
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Customer Service Manager
CA - Paramount
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Opportunity Snapshot

In this role you will enjoy the autonomy and empowerment to use your talents and experience in an important role in a smaller family-run business. You will take over a strong Customer Service function, including eight Representatives, and make your mark as you ensure they continue to provide world-class service. Quick question for you - click here We offer a collaborative environment and cohesive team across Customer Service and other areas of the company, and we value work/life balance. You'll have the opportunity to become the "face" of CalMet and help represent our value proposition to the community. We have a history of stability and many long-term contracts, making CalMet Services an ideal place to find a career home.

CalMet Services, Inc. has been a locally family-owned and operated business for over 40 years, leading the industry in solid waste collection, disposal, and recycling services. Our mission is to provide high quality, competitively priced and environmentally responsible rubbish collection, recycling and disposal services and in a manner that is safe for our customers and employees. We offer a full array of residential and commercial services, and provide public recycling and disposal services. We are proud that more than 10 cities and county municipalities in Southern California have entrusted us exclusively to manage their waste systems.

The Requirements

To be a good fit for the Customer Service Manager opportunity you should have:
  • 3 to 5 years of managerial experience in a customer contact center, with emphasis on performance management and team building.
  • Proven strong leadership and management skills, and experience managing to metrics.
  • PC skills and extensive knowledge of Microsoft Office, including Word and Excel.
  • Familiarity with telephony systems and IVRs.
  • Conflict resolution skills and a solution-oriented approach to problems.
  • A college degree (preferred), or an equivalent combination of education and experience. Quick question for you - click here
  • Bilingual skills in English and Spanish are preferred.
  • Knowledge of the waste industry is a plus.
Just as important as your experience and skills will be the following characteristics and competencies:
  • Strong interpersonal skills and the ability to work effectively with diverse personalities across functional lines.
  • A results orientation.
  • Excellent oral and written communication skills.
  • A high level of professionalism.
The Customer Contact Center operates from 7:30 AM to 5 PM, Monday through Friday, and from 8 AM to 1 PM on Saturday. You should plan on coming in one Saturday a month to monitor performance and work alongside the team.

The Customer Service team also participates in outreach events, such as community fairs, and we'll look to you to participate in a majority of those events. That will require some evening or Saturday hours.

The Role

Reporting to the Vice President, you will lead a team of eight Customer Service Representatives (CSRs) as well as our front desk Receptionist. Most of the CSRs are full time. The team responds primarily to inbound queries; most come in via phone, but some come in via the web. Quick question for you - click here

Each CSR may take 60 to 80 calls a shift, and almost all are resolved in a single call. Calls come from residential and commercial customers, and occasionally from contacts at the municipalities with which we contract. Most calls involve billing/invoice questions, payment transactions, service changes, pricing, or even resolution of past-due accounts (the CSRs are cross-trained to handle this). A very small percentage of calls require the CSR to do some research or go through a complex invoice and get back to the caller.

You will oversee all aspects of the customer service function, although you will invest a good deal of your time in an audit/coach role. This may include silently monitoring calls and providing feedback, auditing summary notes in the contact record, and reviewing ancillary processes. You also will handle escalated situations, conduct a root cause analysis on a problem, or meet face-to-face with a Route Supervisor to develop a solution. Of course, when necessary you will step in and take calls, such as when the volume is particularly high.

More specifically, you will:
  • Effectively manage the Customer Service contact center to achieve optimal performance in both productivity and quality.
  • Demonstrate a strong customer-focused attitude, and lead by example.
  • Assume responsibility for customer account level audits, quality monitoring, and oversight of various other department processes. You'll provide ongoing staff training with continuous performance improvement in mind.
  • Assume responsibility for interviewing and hiring based on business need, including conducting new hire and ongoing training for staff development.
  • Develop new training material, update existing training material, and develop and enforce written policies and procedures.
  • Assume responsibility for performance management through coaching, employee performance reviews and disciplinary action when required.
  • Ensure that department practices are consistent with the unique contractual requirements for all service areas. You will communicate frequently with members of the municipal staff.
  • Troubleshoot and resolve customer complaints with a sense of urgency.
  • Demonstrate proficiency in identifying and solving problems, both inter and intra-departmentally. This will include participating in cross-departmental meetings.
  • Work cohesively with all departments to identify and implement system and process improvements.
  • Provide technical (telephony and Customer Management System) support to staff as necessary.
  • Assume responsibility for content updates to company website.
  • Participate in community outreach events and coordination of community outreach written materials.
  • Prepare various types of projects and reporting.
  • Directly oversee administrative front desk responsibilities.
Pictured: CalMet Services offers residential customers solutions for managing recycling, trash, and green waste.

Why CalMet Services

Important role -- our continued success depends upon our ability to exceed our customers' expectations. You'll find a talented team and a successful Customer Service function, and you'll also be able to make an impact as you drive improvements. We are wide open to your good ideas.

Professional development -- based on four decades of success and stability, we are able to offer strong performers a rewarding career home. Our hope is that, once you have mastered this role, you will demonstrate the aptitude to help represent CalMet Services at various events, such as city functions or bid (sales) meetings with customers. If you have the bandwidth, your role may expand to oversee additional staff.

Autonomy and support -- we'll look to you to assume "ownership" of the customer service function and achieve goals independently. At the same time, we'll provide support when you need it. In turn, you should empower your team to do what's right, deliver world-class service, and help them expand their professional skills.

Clean and green, for a healthier California -- CalMet Services continues to research new technologies that will help us minimize our impact on the environment. For example, when it came time to transition our fleet, we opted to go 100% Compressed Natural Gas (CNG) power. CNG fuel provides a significant reduction in smog generating pollutants and greenhouse gas emissions and minimizes dependence on foreign oil.

Great environment -- we are a family owned and operated business, and that means we understand the importance of family and the other aspects of life outside of work. We offer flexibility and our expectations of your time will be reasonable. You also will find a collaborative spirit within CalMet, and a desire to improve processes and do the right thing.

Excellent compensation -- in addition to a competitive salary and bonus incentive program, we offer comprehensive benefits that include medical, dental, and vision plans; a 401(k) plan with a company match; paid vacation and holidays, and more.

Pictured: CalMet trucks fuel up with CNG, a fuel that is cleaner and more cost effective than diesel, and is abundant in the U.S.

Keys to Success

To excel in this role you should bring a strong desire to take charge of the customer service function and ensure that it continues to delight customers and serve as a value-adding resource to internal departments. You will need to take a proactive approach to developing and maintaining good relationships with other CalMet departments, such as Operations and Billing. That way you take a partnering approach to addressing issues before they become problems, resolving problems that do arise, and improving and enhancing processes.

The CSRs are well trained and highly competent. However, if you are the person we're looking for, you know that maintaining strong performance requires ongoing coaching and motivation. We'll look to you to set clear expectations and hold people accountable, using performance metrics to monitor progress and motivate the team.

Excellent interpersonal skills are essential for just about all aspects of this role. You will interact with a variety of internal and external contacts, from Route Drivers to City Managers, and you'll need to focus on building relationships in all cases. That goes double for problem situations: you'll leverage your conflict resolution abilities, and in addition to maintaining a solution orientation, you should keep in mind that what you do today can help tomorrow run even more smoothly.

You should be motivated to run Customer Service as if it were your own "business within a business." Beyond that, to be an outstanding Customer Service Manager, you will establish yourself as a valued member of the larger CalMet Services team. That means seeing the bigger picture and recognizing where your skills and experience can be useful in helping the company achieve its goals.

About CalMet Services

Leader in Refuse & Recycling Services

CalMet Services delivers best-in-class waste disposal solutions to some 60,000 single family and 6,000 commercial and industrial customers in various cities throughout Los Angeles County. We are proud to be the exclusive waste hauler for the cities of Cerritos, Downey, Lomita, Paramount, Commerce, and Leisure World. We are proud to have earned a franchise for various Los Angeles County areas, including Ocean View, La Rambla, and West Carson.
  • Residential services include pickup of trash, recycling, and green waste; and pickup of bulky items.
  • Commercial services include roll-off and bin rental and construction & demolition recycling disposal.
  • We also operate Paramount Resource Recycling (PRR), a public facility for all non-hazardous material disposal needs. Also located at PRR is e-Recycling of California, one of the state's largest facilities accepting e-waste, specializing in recycling all types of consumer electronics.
In addition to PRR and e-Recycling of California, CalMet Services is affiliated with Medical Waste Services (MWS), Tierra Verde Industries (TVI), Regulated Waste Solutions, and Big Bear Disposal.

Opportunity Snapshot

In this role you will enjoy the autonomy and empowerment to use your talents and experience in an important role in a smaller family-run business. You will take over a strong Customer Service function, including eight Representatives, and make your mark as you ensure they continue to provide world-class service. Quick question for you - click here We offer a collaborative environment and cohesive team across Customer Service and other areas of the company, and we value work/life balance. You'll have the opportunity to become the "face" of CalMet and help represent our value proposition to the community. We have a history of stability and many long-term contracts, making CalMet Services an ideal place to find a career home.

CalMet Services, Inc. has been a locally family-owned and operated business for over 40 years, leading the industry in solid waste collection, disposal, and recycling services. Our mission is to provide high quality, competitively priced and environmentally responsible rubbish collection, recycling and disposal services and in a manner that is safe for our customers and employees. We offer a full array of residential and commercial services, and provide public recycling and disposal services. We are proud that more than 10 cities and county municipalities in Southern California have entrusted us exclusively to manage their waste systems.

The Requirements

To be a good fit for the Customer Service Manager opportunity you should have:
  • 3 to 5 years of managerial experience in a customer contact center, with emphasis on performance management and team building.
  • Proven strong leadership and management skills, and experience managing to metrics.
  • PC skills and extensive knowledge of Microsoft Office, including Word and Excel.
  • Familiarity with telephony systems and IVRs.
  • Conflict resolution skills and a solution-oriented approach to problems.
  • A college degree (preferred), or an equivalent combination of education and experience. Quick question for you - click here
  • Bilingual skills in English and Spanish are preferred.
  • Knowledge of the waste industry is a plus.
Just as important as your experience and skills will be the following characteristics and competencies:
  • Strong interpersonal skills and the ability to work effectively with diverse personalities across functional lines.
  • A results orientation.
  • Excellent oral and written communication skills.
  • A high level of professionalism.
The Customer Contact Center operates from 7:30 AM to 5 PM, Monday through Friday, and from 8 AM to 1 PM on Saturday. You should plan on coming in one Saturday a month to monitor performance and work alongside the team.

The Customer Service team also participates in outreach events, such as community fairs, and we'll look to you to participate in a majority of those events. That will require some evening or Saturday hours.

The Role

Reporting to the Vice President, you will lead a team of eight Customer Service Representatives (CSRs) as well as our front desk Receptionist. Most of the CSRs are full time. The team responds primarily to inbound queries; most come in via phone, but some come in via the web. Quick question for you - click here

Each CSR may take 60 to 80 calls a shift, and almost all are resolved in a single call. Calls come from residential and commercial customers, and occasionally from contacts at the municipalities with which we contract. Most calls involve billing/invoice questions, payment transactions, service changes, pricing, or even resolution of past-due accounts (the CSRs are cross-trained to handle this). A very small percentage of calls require the CSR to do some research or go through a complex invoice and get back to the caller.

You will oversee all aspects of the customer service function, although you will invest a good deal of your time in an audit/coach role. This may include silently monitoring calls and providing feedback, auditing summary notes in the contact record, and reviewing ancillary processes. You also will handle escalated situations, conduct a root cause analysis on a problem, or meet face-to-face with a Route Supervisor to develop a solution. Of course, when necessary you will step in and take calls, such as when the volume is particularly high.

More specifically, you will:
  • Effectively manage the Customer Service contact center to achieve optimal performance in both productivity and quality.
  • Demonstrate a strong customer-focused attitude, and lead by example.
  • Assume responsibility for customer account level audits, quality monitoring, and oversight of various other department processes. You'll provide ongoing staff training with continuous performance improvement in mind.
  • Assume responsibility for interviewing and hiring based on business need, including conducting new hire and ongoing training for staff development.
  • Develop new training material, update existing training material, and develop and enforce written policies and procedures.
  • Assume responsibility for performance management through coaching, employee performance reviews and disciplinary action when required.
  • Ensure that department practices are consistent with the unique contractual requirements for all service areas. You will communicate frequently with members of the municipal staff.
  • Troubleshoot and resolve customer complaints with a sense of urgency.
  • Demonstrate proficiency in identifying and solving problems, both inter and intra-departmentally. This will include participating in cross-departmental meetings.
  • Work cohesively with all departments to identify and implement system and process improvements.
  • Provide technical (telephony and Customer Management System) support to staff as necessary.
  • Assume responsibility for content updates to company website.
  • Participate in community outreach events and coordination of community outreach written materials.
  • Prepare various types of projects and reporting.
  • Directly oversee administrative front desk responsibilities.
Pictured: CalMet Services offers residential customers solutions for managing recycling, trash, and green waste.

Why CalMet Services

Important role -- our continued success depends upon our ability to exceed our customers' expectations. You'll find a talented team and a successful Customer Service function, and you'll also be able to make an impact as you drive improvements. We are wide open to your good ideas.

Professional development -- based on four decades of success and stability, we are able to offer strong performers a rewarding career home. Our hope is that, once you have mastered this role, you will demonstrate the aptitude to help represent CalMet Services at various events, such as city functions or bid (sales) meetings with customers. If you have the bandwidth, your role may expand to oversee additional staff.

Autonomy and support -- we'll look to you to assume "ownership" of the customer service function and achieve goals independently. At the same time, we'll provide support when you need it. In turn, you should empower your team to do what's right, deliver world-class service, and help them expand their professional skills.

Clean and green, for a healthier California -- CalMet Services continues to research new technologies that will help us minimize our impact on the environment. For example, when it came time to transition our fleet, we opted to go 100% Compressed Natural Gas (CNG) power. CNG fuel provides a significant reduction in smog generating pollutants and greenhouse gas emissions and minimizes dependence on foreign oil.

Great environment -- we are a family owned and operated business, and that means we understand the importance of family and the other aspects of life outside of work. We offer flexibility and our expectations of your time will be reasonable. You also will find a collaborative spirit within CalMet, and a desire to improve processes and do the right thing.

Excellent compensation -- in addition to a competitive salary and bonus incentive program, we offer comprehensive benefits that include medical, dental, and vision plans; a 401(k) plan with a company match; paid vacation and holidays, and more.

Pictured: CalMet trucks fuel up with CNG, a fuel that is cleaner and more cost effective than diesel, and is abundant in the U.S.

Keys to Success

To excel in this role you should bring a strong desire to take charge of the customer service function and ensure that it continues to delight customers and serve as a value-adding resource to internal departments. You will need to take a proactive approach to developing and maintaining good relationships with other CalMet departments, such as Operations and Billing. That way you take a partnering approach to addressing issues before they become problems, resolving problems that do arise, and improving and enhancing processes.

The CSRs are well trained and highly competent. However, if you are the person we're looking for, you know that maintaining strong performance requires ongoing coaching and motivation. We'll look to you to set clear expectations and hold people accountable, using performance metrics to monitor progress and motivate the team.

Excellent interpersonal skills are essential for just about all aspects of this role. You will interact with a variety of internal and external contacts, from Route Drivers to City Managers, and you'll need to focus on building relationships in all cases. That goes double for problem situations: you'll leverage your conflict resolution abilities, and in addition to maintaining a solution orientation, you should keep in mind that what you do today can help tomorrow run even more smoothly.

You should be motivated to run Customer Service as if it were your own "business within a business." Beyond that, to be an outstanding Customer Service Manager, you will establish yourself as a valued member of the larger CalMet Services team. That means seeing the bigger picture and recognizing where your skills and experience can be useful in helping the company achieve its goals.

About CalMet Services

Leader in Refuse & Recycling Services

CalMet Services delivers best-in-class waste disposal solutions to some 60,000 single family and 6,000 commercial and industrial customers in various cities throughout Los Angeles County. We are proud to be the exclusive waste hauler for the cities of Cerritos, Downey, Lomita, Paramount, Commerce, and Leisure World. We are proud to have earned a franchise for various Los Angeles County areas, including Ocean View, La Rambla, and West Carson.
  • Residential services include pickup of trash, recycling, and green waste; and pickup of bulky items.
  • Commercial services include roll-off and bin rental and construction & demolition recycling disposal.
  • We also operate Paramount Resource Recycling (PRR), a public facility for all non-hazardous material disposal needs. Also located at PRR is e-Recycling of California, one of the state's largest facilities accepting e-waste, specializing in recycling all types of consumer electronics.
In addition to PRR and e-Recycling of California, CalMet Services is affiliated with Medical Waste Services (MWS), Tierra Verde Industries (TVI), Regulated Waste Solutions, and Big Bear Disposal.
CalMet Services is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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