Job Description

About the Company

USA Waste & Recycling, Inc. is at the forefront of waste, hauling, and processing - innovating every step as we work to find the best solutions for safe and efficient residential and commercial services. From building the country's largest state-of-the-art recycling facility, powering our buildings with solar energy, and fueling our trucks with all-American natural gas, we are committed to you, our communities, and the planet.

Our story started with a single truck. In 1974, founder Guy "Sonny" Antonacci and his wife, Mary Ann, started Somers Sanitation - named after our hometown of Somers, Connecticut. Today, three generations of family and a dedicated team of professionals are leading our companies into the future. While our fleet, facilities, services, and family have all grown, we take pride in continuing to operate our businesses based on the fundamental principle that has guided us since the beginning - to provide exceptional service and innovation to the communities and people we serve.

Join a team committed to taking big leaps forward to remain at the forefront of sustainability.

About the Role

We are seeking a dynamic and strategic Head of Customer Service to lead and shape the customer service department. As the voice of the customer, you will play a key role in driving the strategic direction of our customer experience initiatives while aligning them with our broader business goals.

This role requires a leader passionate about transforming the customer experience by leveraging technology and AI, understanding customer journeys, and managing change. Your ability to guide, develop, and inspire a diverse team will be essential for success as we continue to grow.

Key Responsibilities

• Leadership & Team Development: Lead, mentor, and develop a team of customer experience professionals. Foster a collaborative, high-performing environment focused on customer satisfaction and continuous improvement. Drive accountability through consistent team performance, goal attainment, and shared success for the customer.
• Strategic Oversight: Own and drive the customer experience strategy, ensuring alignment with overall business goals and customer-centric growth initiatives. Work with cross-functional teams, including sales, collections, and operations, to integrate customer experience efforts across the organization.
• Customer Journey Mapping & Transformation : Lead the design and implementation of customer journey mapping processes, ensuring a comprehensive understanding of the end-to-end customer experience from start to finish. Identify pain points and opportunities for improvement, leveraging technology, AI driven insights, and innovation to drive transformation.
• Customer-Centric Initiatives: Develop and execute initiatives to improve customer satisfaction, loyalty, and advocacy. Monitor key performance indicators (KPIs) and other metrics to assess the effectiveness of CS programs and make data-driven decisions to optimize outcomes.
• Change Management: Guide the team through organizational changes, including those related to our acquisitions, ensuring clear communication, empathy, and support to maintain morale and productivity.
• Collaboration Across Teams: Serve as the central liaison between the CS team and other departments (sales, operations, collections, etc.), championing the customer experience perspective in decision-making processes.
• Technology & Process Improvement: Leverage technology, including AI and emerging technologies, to streamline and improve customer experience processes. Continuously evaluate and integrate new tools and platforms that enhance CS delivery and operational efficiency.
• Continuous Improvement: Champion a culture of continuous improvement by regularly assessing customer experience, soliciting feedback, and leading initiatives to optimize touchpoints across the customer lifecycle.

The Successful Candidate Will Bring:

• Proven ability to lead, coach, and inspire high-performing customer service or customer experience managers and teams. Skilled in fostering accountability, collaboration, and growth in high-growth environments.
• Experience setting and executing a customer service strategy that aligns with overall business objectives and drives measurable improvements in customer satisfaction and loyalty.
• Proficiency in using KPIs, metrics, and customer feedback to measure effectiveness, identify trends, and make informed, evidence-based decisions
• Track record of building strong partnerships with sales, operations, collections, and other departments to embed customer-centric thinking across the organization.
• Strong background in mapping, analyzing, and redesigning customer journeys to identify friction points and deliver improved outcomes.
• Demonstrated success in guiding teams through organizational transformation, acquisitions, or process changes with empathy and clarity.
• Familiarity with customer service technologies (CRM platforms, ticketing systems, knowledge bases, analytics tools) and a proven ability to evaluate and implement technology to enhance the customer experience.
• Exceptional verbal and written communication skills, with the ability to represent the voice of the customer, influence stakeholders, and drive alignment at all levels of the organization.
• This position requires on-site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.

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