Customer Service Lead

Job Title: Customer Service Lead

Job Type: Full-Time

Location: Colorado Springs, Colorado

Application Deadline: Position will remain open until filled

Pay: $24.00 - $26.00 Hourly

About Us :

We are dedicated to providing exceptional waste management services to our community. We believe in safety, reliability, and environmental responsibility. Our team is committed to ensuring waste is collected, handled, and disposed of in a sustainable and efficient manner.

Job Summary:

Apex Waste Solutions is looking for a strong, hands-on Customer Service Lead who knows how to build a successful team through leadership, coaching, accountability, and support.

This is more than a traditional customer service position. We’re looking for a leader who can develop people, create a positive and high-performing team environment, improve the customer experience, and help ensure day-to-day customer service and office functions run effectively.

The ideal candidate is a confident people leader and coach who enjoys developing employees, setting clear expectations, solving problems, and helping a team succeed. This position also plays an important role in billing, accounts receivable, collections, customer account management, and operational support.

Key Responsibilities:

Lead, Coach & Develop the Team

• Provide day-to-day leadership and support to the Customer Service team with a focus on performance, accountability, engagement, and development.
• Coach employees through regular feedback, training, and performance conversations.
• Set clear expectations and help team members strengthen their skills and confidence.
• Conduct weekly team meetings to communicate priorities, recognize successes, address challenges, and keep the team aligned.
• Support onboarding, training, and ongoing development of Customer Service Representatives.
• Foster a positive, professional, and team-oriented work environment.
• Identify performance concerns and partner with management to support improvement and accountability.

Elevate the Customer Experience

• Lead from the front by stepping in to handle customer calls during high-volume periods, staffing gaps, or other times when additional team support is needed.
• Support daily customer service operations and ensure customers receive timely, professional, and effective assistance.
• Serve as a point of escalation for complex customer situations and help guide the team toward effective resolutions.
• Build strong relationships with customers and support customer retention.
• Coordinate customer communications related to route changes, service delays, billing concerns, and other service issues.
• Monitor customer trends and feedback to identify opportunities for improvement.

Support Billing, Collections & Customer Accounts

• Provide higher-level support for billing, accounts receivable, and collections activities.
• Support collections efforts and follow-up on outstanding customer balances.
• Oversee extras and overage billing, unapplied payments, declined autopayments, expiring cards, and chargebacks.
• Complete and support daily Roll-Off billing.
• Process check payments and assist with complex account and billing discrepancies.
• Provide advanced Navusoft and billing support.
• Prepare and process residential service agreements and assist with residential pricing changes.

Improve Processes & Support Operations

• Identify opportunities to improve customer service, billing, and administrative processes.
• Help develop and maintain procedures that create consistency, efficiency, and accountability.
• Partner with Operations, Sales, Accounting, and other departments to resolve customer and account issues.
• Support customer-facing marketing promotions and communications.
• Assist with special projects, mass customer communications, account investigations, and other business needs.
• Use customer service and operational information to identify trends and recommend improvements.

Promote Accountability & Safety

• Reinforce expectations for performance, professionalism, attendance, and customer service.
• Ensure established company policies and procedures are consistently followed.
• Promote Apex Waste Solutions' commitment to safety throughout the Customer Service team.
• Lead by example and help create an environment where employees understand how their work contributes to the success of the team and business.

Qualifications:

Education:

· High school diploma or GED required.

 Associate’s or bachelor’s degree in Business Administration, Management, Communications, or a related field preferred but not required .

 Relevant customer service leadership, supervisory, billing, or office administration experience may be considered in place of formal education.

Experience:

• Previous experience leading, mentoring, or coaching a customer service or administrative team.
• Strong people leadership and coaching skills with the ability to motivate others and promote accountability.
• Ability to provide constructive feedback and navigate challenging employee or customer conversations.
• Strong customer service mindset with experience resolving escalated or complex issues.
• Experience with billing, accounts receivable, collections, or customer account management preferred.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong communication, judgment, and problem-solving skills.
• Experience with CRM, billing, or customer management systems; Navusoft experience is a plus.
• Ability to work effectively across departments and build strong working relationships.

Working Conditions:

• Full-time position, Monday through Friday
• In Office
• Frequent use of a computer, phone, and headset.

Compensation & Benefits:

• $24.00 - $26.00 Hourly
• Medical, Dental, & Vision Insurance
• Matching 401k
• Long Term & Short Term Disability
• Life Insurance
• Paid Time Off

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.