Customer Experience Team Lead

SBS Team Lead WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately ~800 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry. Job Summary The SBS Team Lead position collaborates with a team of Customer Service Representatives (CSRs) to meet overall contact center objectives and enhance the customer service function to exceed all customers' expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time performance, and reporting of metrics. Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. Provides daily guidance and assistance to contact center representatives Helps to support ongoing training to new hire contact center representatives Handles customer escalations that may require deviation from standard screens, scripts, and procedures Oversees real-time performance of site and queue management Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary Maintains proficiency in customer service functions and, when volumes dictate, assist in responding to customer inquiries Acts as a liaison between call center representatives, supervisory staff and other departments Performs administrative duties as requested Actively participates in key departmental and divisional initiatives when called upon Supervisory Responsibilities This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/termination or employee disciplinary authority. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience Education: High School Diploma or GED (accredited). Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative. B. Certificates, Licenses, Registrations or Other Requirements Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing. No written or final disciplinary actions of any type within 180 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 MS Office Strong keyboarding skills and words per minute Professional verbal and email communication skills C. Other Knowledge, Skills or Abilities Required Excellent verbal, written and analytical skills Computer skills-MS Office Typing Skills Professional phone and email etiquette Ability to multi task. Ability to react well under pressure and treats others with respect Identifies and resolves problems in a timely manner Prioritizes and plans work activities Focuses on solving conflicts and listening to others without interrupting Be punctual at work Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards. Balances team and individual responsibilities and helps build a positive team spirit Adapts and able to deal with frequent changes in the work environment Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments. Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner. Work Environment Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Normal setting for this job is: office setting (Windsor, CT) Hybrid Schedule: 4 Days a Week In-Office (Hours: 9:30-6:00) Pay: The expected base pay range for this hybrid position is $23.79-$30.00. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. Benefits: At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.