Customer Experience Team Lead

Responsibilities

• Act as the primary liaison between the Customer Experience Team and Management to ensure outstanding service delivery.
• Lead, coach, and motivate a team of Customer Experience Representatives through regular performance feedback and training.
• Manage daily operations, including scheduling, staffing analysis, and the implementation of reward and recognition programs.
• Handle escalated customer calls and utilize retention tactics to minimize service cancellations.
• Evaluate and suggest improvements to departmental processes, procedures, and SOPs to increase efficiency.
• Assist the Manager with hiring, performance reviews, and addressing employee relations or disciplinary issues.
• Collaborate with Marketing and Operations to manage departmental expectations and preemptively communicate service updates to customers.

Requirements

• 3+ years of internal customer service experience or 5+ years of external customer service experience.
• Subject-matter expertise in customer service principles and practices.
• Proficiency in Windows-based environments and Microsoft Office (Outlook, Word, etc.).
• Strong typing skills and accurate ten-key proficiency.
• Excellent communication, problem-solving, and time management skills.

Preferred Qualifications

• Prior leadership or management experience.
• Bachelor's degree.
• Typing speed of 60 wpm or higher.

Benefits

• Health, Dental, and Vision Insurance.
• 401K with Employer Match.
• Paid Time Off (PTO), ESST, and 6 Paid Holidays.
• Company Paid Parental Leave and Life Insurance.
• HSA Employer Contributions and Employee Assistance Program (EAP).
• Free trash pickup within the service area.

About the Company

Walters Recycling & Refuse provides professional recycling and refuse services, focusing on operational excellence and high-quality customer care.