Customer Experience Team Lead

Company Description Walters Recycling & Refuse, Inc. is a family-owned, locally rooted waste and recycling company that has served the Twin Cities since 1988. The organization has grown from a small family business into a full-service provider, delivering waste, recycling, organics, and environmental services to over 100,000 customers each week. Walters offers residential and commercial collection, roll-off dumpster rentals, and a public drop-off center, with a strong focus on safety and sustainability. Team members join a people-first culture that values integrity, teamwork, continuous improvement, and community impact. The company is recognized for competitive pay, career growth opportunities, and an award-winning reputation as Minnesota’s trusted hometown waste and recycling partner. Role Description The Customer Experience Team Lead is a full-time, on-site role based in the Greater Minneapolis–St. Paul Area. This role oversees daily customer service operations, guiding a team of representatives to deliver timely, accurate, and friendly support across phone, email, and digital channels. The Team Lead monitors service levels, resolves escalated customer issues, and ensures customer interactions reflect Walters’ values of safety, integrity, and community focus. Responsibilities include tracking and analyzing customer satisfaction metrics, implementing process improvements, and coordinating with operations, billing, and sales to ensure seamless service. The role also involves training, coaching, scheduling, and performance feedback for team members to support consistent, high-quality customer experiences. Qualifications Strong customer service and customer support skills, with experience leading or mentoring service teams. Ability to drive customer satisfaction through problem-solving, follow-through, and a service-oriented mindset. Excellent communication skills, including clear verbal and written communication with customers and colleagues. Analytical skills to interpret customer feedback, service metrics, and trends to recommend improvements. Experience in contact center or customer experience environments, preferably in service, logistics, or related industries. Proficiency with customer service software, CRM systems, and basic office productivity tools. Demonstrated ability to work on-site in a fast-paced environment, manage multiple priorities, and make sound decisions. High school diploma or equivalent required; additional education or training in business, communications, or management is beneficial. Commitment to Walters’ values of safety, integrity, teamwork, and continuous improvement. #J-18808-Ljbffr