Customer Experience Lead

Coastal Waste & Recycling Inc•Largo, FL

13h

About The Position

Coastal Waste & Recycling is seeking a Lead Customer Experience Representative to join our growing team! Coastal Waste & Recycling is a growing privately owned, locally operated solid waste disposal and recycling company headquartered out of Boca Raton, Florida serving communities across Florida, Georgia, and South Carolina (and more to come)! At Coastal Waste & Recycling, our company culture is based on integrity. We do the right things for our employees, customers, community, and environment. Because we are focused on doing the right things, accountability, safety, environmental stewardship, and customer service are organic to our culture.

Requirements

Minimum of 2 years of customer service experience required
Proficiency with CRM software and Microsoft Office Suite
Strong problem-solving skills with attention to detail
Ability to multitask, prioritize, and perform effectively in a fast-paced environment
Strong organizational and time management skills
Excellent communication, negotiation, and interpersonal skills
Strong analytical and problem-solving abilities

Nice To Haves

waste management or related industry experience preferred
Prior experience acting as a team lead, mentor, or informal leader preferred
Strong communication and interpersonal skills, with the ability to de-escalate challenging situations

Responsibilities

Serve as a point of contact for escalated customer inquiries and complex issues, ensuring timely and effective resolution
Respond to customer calls and emails regarding services, billing, and account inquiries while maintaining high service standards
Support team members with questions, troubleshooting, and guidance on customer interactions and processes
Partner closely with dispatch and operations to resolve service-related issues and ensure timely execution
Monitor daily workflows and assist in prioritizing workload to meet service level expectations
Review and ensure accuracy of service requests, account updates, and documentation
Maintain organized records of customer interactions, escalations, and resolutions
Provide feedback and coaching to team members to improve performance and customer experience
Assist with training and onboarding of new team members
Support reporting, tracking of trends, and identification of opportunities for process improvement
Follow up with customers on escalated issues to ensure resolution and satisfaction