Customer Experience Lead

Blue Bear Waste Services is seeking an experienced Customer Experience Lead in Denver, Colorado to help us deliver outstanding service! WHAT WE DO Blue Bear Waste Services provides comprehensive waste management and recycling solutions for residential, commercial, and construction projects. From roll-off dumpster rentals to sustainable disposal practices, we deliver reliable services that keep communities clean and projects moving. More than a waste management company, we're a team committed to safety, integrity, and exceptional service. Our employees are the heart of our success, and we foster a culture where hard work is recognized, growth is encouraged, and collaboration drives results. THE OPPORTUNITY The Customer Experience Lead is responsible for leading and overseeing customer experience operations across multiple locations. Under the direction of the Inside Sales manager, this role provides operational leadership over customer service workflows, subcontracted service coordination, and sales administrative functions. This role ensures effective oversight of order processing accuracy and vendor performance, and supports team development through coaching and process improvement. WHAT YOU WILL BE DOING Oversee inbound call workflows and service request handling; directly manage escalated or complex customer issues. Ensure team compliance with service standards for timely and accurate processing of customer requests to maintain billing accuracy and operational efficiency. Resolve escalated issues using conflict resolution strategies; identify root causes and implement effective solutions to retain business and maintain long-term relationships. Ensure accuracy and compliance of subcontracted service data entered by team members into internal systems for billing and prorating adjustments. Maintain strong vendor relationships to ensure timely and efficient service execution. Track and distribute daily and monthly call totals for performance monitoring and operational transparency. Oversee and maintain sales administrators’ hours, ensuring compliance with seasonal allocations and preventing overtime. Provide timely updates to management on workload and productivity metrics. Coach sales administrators through errors and process improvements to enhance accuracy and efficiency. Support inside and outside sales representatives by advising on order management, troubleshooting escalated issues, and addressing non-routine customer inquiries. Review and approve customer pricing agreements and evaluate pricing for new projects using company-provided tools and guidelines. Foster collaboration and maintain a positive team environment. Perform other duties as assigned. WHAT YOU WILL BRING TO OUR ORGANIZATION 5+ years of experience in high-volume customer service or sales support. Demonstrated experience leading or supervising staff. Experience in the construction, waste management, transportation, or related industries preferred. High School Diploma required; Associate's Degree preferred. Strong interpersonal and conflict resolution skills. Excellent verbal and written communication skills. Advanced proficiency in Microsoft Office Suite and CRM/order entry systems. Strong organizational skills with high attention to detail and ability to manage multiple priorities. Ability to analyze data and translate insights into actionable improvements. WHAT OUR ORGANIZATION IS PROVIDING Competitive hiring range of $65,000-$75,000 plus variable compensation Comprehensive medical, dental, and vision coverage 401(k) retirement plan with up to 3% employer match Supplemental benefits including access to an integrated primary care clinic, employee assistance program, group life insurance, and Aflac options Paid time off, paid holidays, and family and medical leave Career growth supported by training and advancement opportunities A close-knit, collaborative team that takes pride in their work and enjoys what they do Blue Bear Waste Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability, genetics, veteran status, or other legally protected characteristics. In addition to federal law requirements, Blue Bear Waste Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Blue Bear Waste Services will not discriminate or retaliate against applicants for failing to disclose wage rate history in accordance with applicable law. Blue Bear Waste Services will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. Blue Bear Waste Services expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, marital status, disability or veteran status. Improper interference with the ability of Blue Bear Waste Services employees to perform their job duties may result in discipline up to and including discharge. #J-18808-Ljbffr Blue Bear Waste Services