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Interstate Waste Services, Inc. · 1 month ago

Customer Service Team Lead

Danbury, CT

Full-time

Onsite

Mid, Senior Level

$25/hr - $25/hr

2+ years exp

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country. As a Customer Service Team Lead, you will enhance team performance and operational efficiency by supporting Customer Service Reps, coaching team members, and resolving escalated customer issues.

ConsultingEnergyLegal

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

Qualification

Call center supervisionCustomer service experienceTrainingCoachingCommunication skillsTeam player

Required

Minimum of 2 years' experience working in a Customer Service call center environment

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!!!