Junk removal customer service manager job description
A junk removal customer service manager leads the call center team that books pickups and answers customers, coaching each rep from recorded calls. They also own complaints, from a price that rose at the door to an item hauled by mistake, and the review requests that go out after every finished job.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, waste collection companies · BLS, May 2025
Responsible for leading and enhancing the performance of the customer service team in the junk removal industry. Oversees training and coaching of Customer Service Representatives (CSRs) to ensure top-quality call interactions. Manages review request processes and promptly resolves escalated customer concerns to maintain high customer satisfaction.
2. Essential Duties and Responsibilities
Train and coach Customer Service Representatives to ensure outstanding customer interactions.
Monitor call quality and ensure adherence to established company standards.
Manage the review request process to build and maintain a positive online reputation.
Resolve escalated customer concerns efficiently and effectively.
3. Key Tasks / Daily Activities
Conduct daily coaching sessions and performance reviews with CSRs.
Monitor customer calls and review recorded interactions for continuous improvement.
Oversee the review request workflow and track progress to ensure positive customer feedback.
Actively engage with customers to address issues and resolve escalated concerns.
Response Time to Escalated Concerns: Under 24 hours.
5. Required Qualifications and Skills
Bachelor’s degree in Business, Communications, or a related field preferred.
3+ years of experience in customer service management, ideally within the home services industry.
Strong leadership, coaching, and team-building skills.
Excellent verbal and written communication abilities.
Proficiency in using CRM software and performance analytics tools.
6. Preferred Experience
Experience in the junk removal or similar home services industry.
Background in coaching and training customer service teams.
Familiarity with performance management and KPI tracking systems.
Experience in implementing process improvement initiatives.
7. Physical Requirements
Ability to occasionally stand or walk during extended training sessions.
Occasionally required to lift moderate weights (up to 25 lbs) related to training materials.
Primarily office-based work, with infrequent visits to service sites.
Capability to adapt within a fast-paced, safe working environment.
8. Work Environment and Schedule
Typical work hours: Monday through Friday, 8 AM – 5 PM.
Occasional extended hours during peak periods.
Minimal travel required between office and training locations.
On-call duties may be expected during busy service periods.
9. Compensation and Benefits
Salary Range: $55,000 - $70,000 USD per year.
Performance-based bonus opportunities.
Comprehensive Health, Dental, and Vision insurance coverage.
401k plan with company match.
Paid time off and professional development programs.
10. Company Culture and Overview
We are a dynamic and growth-oriented company committed to exceeding customer expectations and fostering employee development.
Our culture emphasizes teamwork, innovation, and continuous improvement to support every team member’s success.
We celebrate achievements and create opportunities for professional advancement within a collaborative environment.
We value diversity and provide a supportive workplace where all voices are heard.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
What makes customer service management in junk removal different
Most home service complaints are about work done on a house. In junk removal they are also about what left the house, and once a load is dumped at the transfer station it is gone.
A wrong pile can't be brought back
One of the hardest complaints in this trade is an item hauled by mistake: a box of photos set beside the trash, or a bike from the neighbor's side of a shared garage. The manager sets the rule that the customer points out or marks every item before loading starts, logs each claim with the crew's photos, and decides quickly what you will offer, since the load may be dumped within hours.
Every finished job gets the same review request
The manager runs review requests, so the rules sit with them. Google's policy bans offering a discount, gift or free service for posting a review, and bans asking only the customers you expect to be happy. The FTC's rule adds that a reward can never hinge on whether the review is good or bad. Send one plain request after every finished job, and train reps never to hint at a reward. Source: Google Maps user contributed content policy: prohibited and restricted content.
Answering a bad review has federal limits
The FTC's consumer review rule has applied since October 21, 2024. Besides banning fake reviews, it outlaws trying to keep a review from going up, or to force it down, with a baseless legal threat, intimidation, or a public accusation you know is false. Managers can't post reviews of their own company without saying who they are, and Google's policy bars staff reviews as a conflict of interest. When a review is unfair, reply in public with the facts and offer a call to make it right. Source: FTC: Consumer Reviews and Testimonials Rule, questions and answers.
Some states need every caller's OK to record
The template has the manager coaching from recorded calls. Some states make you get the consent of every person on the line before recording. Washington, for one, treats consent as given once the recording is announced to everyone on the call, and the announcement itself has to be recorded. Put a recorded notice on incoming calls, have reps say it on outgoing ones, and check the law in every state your customers call from. Source: Revised Code of Washington 9.73.030, recording private conversations.
How much junk removal customer service managers make
The closest BLS group for junk removal customer service managers is First-Line supervisors of office and administrative support workers. First-Line supervisors of office and administrative support workers who work for waste collection companies earned a median of $32.65 an hour ($67,900 a year) in May 2025, according to the Bureau of Labor Statistics. That’s about the same as the $69,500 median for First-Line supervisors of office and administrative support workers in all industries. About 1,870 of the 1,436,680 First-Line supervisors of office and administrative support workers in that survey work for waste collection companies.
Expect a salaried role with bonuses tied to performance, as the Drive template describes. BLS counts a manager who leads phone reps among office and administrative support supervisors. Base the bonus on call quality and how complaints are settled rather than on the share of reviews that come back positive.
Waste collection companies
$67,900$67,900 median Middle half $51,930–$82,940 10th–90th $42,220–$103,090
All industries
$69,500$69,500 median Middle half $55,950–$85,090 10th–90th $45,610–$104,710
$25k$50k$75k$100k$125k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Waste collection companies
$42,220
$51,930
$67,900
$82,940
$103,090
All industries
$45,610
$55,950
$69,500
$85,090
$104,710
BLS doesn’t publish pay for junk removal companies on their own. These figures cover waste collection, which include them. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Has led a team of phone reps and coached them from call recordings
Apologizes clearly without promising more than the policy allows
Builds and reads scorecards: answer times, booking rate, complaint causes
Writes short, plain public replies to reviews
Settles refunds and credits within set limits without waiting on the owner
Teach these on the job
Your price sheet and what crews may change at the door
Your damage and lost-item claim steps and your insurer's forms
Review site dashboards and your request texts
Your call center software, recordings and scoring forms
Items your crews refuse and where customers can take them
The manager works in the phone system for recordings and wait times, the field service software for job notes and crew photos, and a review dashboard that covers Google, Yelp and any other site you're listed on. Ask candidates which call scoring tool they have built a scorecard in.
Junk removal customer service manager interview questions
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Escalation and coaching
A customer calls you after a CSR hung up on them. The customer admits they were rude. What do you do?
A strong answer: Resolves the customer's issue first, listens to the recording, then coaches the CSR privately on ending calls professionally and documents it.
Behavioral · Developing CSRs
Tell me about a CSR you coached from struggling to solid. What did you do?
A strong answer: Names the gap, the plan, how often they met, the numbers they tracked and the result.
Gather one quarter of your own ratings, call scores and claims before setting these, then review them with the manager monthly.
Customer Satisfaction Rating
Average star rating from public reviews and your own after-job survey, by month. Read every low score, tag its cause, such as a late truck, a price change at the door or damage, and track the tags.
Call Quality Score
Recorded calls scored against a written checklist: greeting, sizing questions, a clear price range, the booked window and the notes. Score the same number of calls for each rep every week.
Review Request Conversion Rate
Of the reviews that came in from your requests, the share at four or five stars. Count it only while every finished job gets a request, so the share tracks the work rather than who got asked.
Response Time to Escalated Concerns
Hours from a complaint reaching the manager to the customer hearing a real answer, from ticket times in the CRM. A callback that only says the team is looking into it doesn't stop the clock.
How is a customer service manager different from a dispatch supervisor?
The customer service manager leads the reps who talk with customers: booking, questions, complaints and reviews. The dispatch supervisor leads the people who assign jobs to trucks and rebuild routes when the day changes. They work side by side when a truck runs late: dispatch knows the new arrival time, and customer service passes it on and calms the customer.
How much does a junk removal customer service manager make?
First-Line supervisors of office and administrative support workers who work for waste collection companies earned a median of $32.65 an hour ($67,900 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $51,930 and $82,940 a year. Pay also depends on your local market, experience and overtime.
Can we ask an unhappy customer to change a review?
You can contact them, fix the problem and ask whether they'd update what they wrote. FTC staff say the review rule doesn't ban that. Don't tie a refund, credit or gift to changing or removing the review. Google won't allow content posted after that kind of trade, and FTC staff warn it could be an unfair practice. Make it right first, then ask once.
What should a junk removal complaint policy cover?
Who may approve credits and refunds, and up to what limit. How fast a customer hears back. The photos crews must take on every job. Separate steps for damage, lost or wrongly hauled items, price disputes at the door and no-shows. When to call your insurer. Where every complaint is logged, so the manager can show the operations manager which causes keep coming back.
What should a customer service manager candidate show me?
Play them two recorded calls, one good and one poor, and ask them to score both and explain the coaching they would give. Then show a harsh one-star review about a damaged floor and ask for the public reply and the private follow-up. Strong candidates stay calm, stick to facts and offer a next step without admitting fault before checking.
