CE Team Lead I

I. Job Summary

The CSR Lead Representative position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of Customer Service Representatives (CSR) to meet overall call center objectives and enhance the customer service function to exceed all customers' expectations. Assists with the handling of non-routine calls that require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response. Preference to hire from within the WM CE Team

II. Essential Duties and Responsibilities
 

• Fields single or multiple-market customer service inquiries and transactions of a mid to high level of complexity from residential, commercial or industrial customers independently and proficiently: o Communicates concise and accurate information. o Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. o Confirms understanding of customer needs, issues, and requests. o Listens for and identifies opportunities to cross sell additional products and services. o Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within Waste Management. o Escalates unresolvable issues to supervisor or manager of correct department. o Supports requested service lines as required. Handles multiple Market Area customer service inquiries and transactions proficiently.
• Uses authorized system to gather information, provide information, and/or update customer records. o Provides standard and sometimes more advanced information and education regarding pricing, service options, charges, billing, and contracts.
• Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.
• Completes cross training with Operations, Sales and Billing.
• Performs outbound calling campaigns: o Initiates calls to customers to ensure that issues are resolved, to ensure customer satisfaction, to survey service satisfaction and follow-up on customer feedback. o Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups, and other customer-related issues.
• Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.
• Serves as a day to day resource for new hires and other ICRs requiring some guidance, assistance and training.
• May act as a liaison between CSR team and supervisory staff. Primary contact in assisting team of quality service providers.
• Assists supervisory staff with handling escalated calls that may require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response.
• Provides support as a Lead to the call center’s supervisors by providing ongoing and daily assistance to CSRs.
• Monitors calls and provides coaching and feedback as necessary to ensure call center’s quality standards are exceeded
• As required by management, maintains routine customer service related reports and creates reports 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 CSRs in addition to assisting with non-routine and escalated customer calls.

III. Qualifications 

A. Required Qualifications 
 

• High School Diploma or GED (accredited)
• 4 years of previous experience in customer service

B. Preferred Qualifications 
 Previous experience as a WM CSR or ICR
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• Associate's Degree