Customer Service Team Lead

Interstate Waste Services•Danbury, CT

32d•$25 - $25

About The Position

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial, and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling, and environmental services, while keeping focus on employees, customers, and environmental safety. What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture. Essential Job Summary: Summary: We value individuals who are passionate about delivering outstanding customer service. As a Customer Service Team Lead, you will play a key role in enhancing both team performance and operational efficiency. In this role, you’ll be closely connected to the front lines supporting our Customer Service Reps in real time, coaching team members, resolving escalated customer issues, and ensuring call/email queues are properly staffed and reps are skilled to meet demand. You’ll regularly walk the floor to provide in-the-moment guidance, and may be called on to jump into calls during “all hands on deck” situations or to provide coverage for a Customer Service Supervisor when needed.

Requirements

Bachelor’s degree preferred.
Minimum of 2 years' experience working in a Customer Service call center environment
Previous experience delivering training or coaching preferred.
Affinity for quality and customer service and helping others.
Impeccable communication skills (both written and verbal) ensuring delivery is of the highest quality and standard to certify clarity, appropriate level of detail, and timely response.
Enthusiastic team player with a strong sense of ownership and can-do attitude.
MUST HAVE CALL CENTER SUPERVISION / MANAGEMENT EXPERIENCE!!!

Responsibilities

Provide ongoing training, mentoring, and support to customer service representatives. The lead role is the representative's first line of support when needed assistance with a customer question or issue.
Oversee the daily activities of the customer service team.
Monitor the daily flow of all customer service queue volume; (phone, email, chat, etc.) in real-time
Watch Wrap times
Adjust skills in real-time
Assist on calls during high-volume periods
Handle and resolve complex customer inquiries or escalations efficiently and professionally; collaborate with team members to develop effective solutions for recurring issues.
Comprehensive understanding of the first-level agents' role to ensure opportunities are identified and addressed. Review and refine SOPs and Knowledge Base articles to maintain accuracy and relevance.
Act as a liaison between customer service and other departments to resolve interdepartmental issues.
Motivate the team to achieve and exceed customer service objectives and foster a positive work environment.
Proactively review the overall customer service experience and suggest enhancements to exceed customer expectations.
Suggest and provide updated email templates and phone script materials when necessary.
Share innovative ideas to enhance the customer journey and drive team success.