WM Cares Lead

Waste Management, Inc. (WM)

6h•$23 - $27•Remote

About The Position

The WM Cares Lead position oversees the work of a team of WM Cares Representatives to meet overall WM Cares objectives and enhance the customer service function to exceed all customers' expectations. The WM Cares Lead supports the department by providing ongoing assistance to WM Cares representatives, oversight of real-time channel performance, reporting of team metrics, and assist with continuous process improvement. The WM Cares Lead is instrumental in coaching, mentoring, and developing employees in WM Cares Representative or WM Cares Senior Representative positions. Preference to hire from within the current WM CE Team

Requirements

Education: High school diploma or GED (accredited).
Experience: 2 years of relevant work experience in customer service or one year of experience as a Waste Management Team Lead I required.
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing and have worked at WM for 12 months.
No written or final disciplinary actions of any type within 90 days prior to eligibility of achieving level status.
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period.
Proficient in call center technical knowledge and skills (CSR and ICR)
Proficient in MS Office (Word, Outlook and Excel)
Proficient in Salesforce (i.e. Employee Console)
Proficient in MAS
Excellent verbal, written and analytical skills
Coaching
High customer focus
Gains commitment
Reacts well under pressure
Treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Works both independently and with a team to meet site goals
Adapts to frequent changes in the work environment
Manages difficult or emotional customer situations

Responsibilities

Provides daily guidance and assistance to WM Cares representatives
Provides ongoing training to new hire WM Cares representatives
Handles customer escalations that may require deviation from standard WM Cares screens, channels, and procedures
Oversees real-time performance of channels and queue management
Monitors communication and provides coaching and feedback as necessary to ensure WM quality standards are exceeded
Provides coaching on WM Cares processes to WM Cares representatives for performance improvement
Mentors WM Cares Senior Representatives and/or high performing WM Cares representatives
Supports Salesforce case management to ensure timely completion of customer issues
Supports MAS case/credit management and review
Provide chat support to WM Cares Representatives and WM Cares Senior Representatives
Maintains routine customer service related reports and creates reports as required and requested by management
Acts as a liaison between the WM Cares representatives, supervisory staff and other departments
Monitor customer issues to identify improvement opportunity trends throughout the business
Performs administrative duties as requested
This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training, coaching and providing feedback to Representatives in addition to assisting with non-routine and escalated customer calls.