CE TEam Lead I

I. Job Summary

The Team Lead position collaborates with a team of Customer Service Representatives (CSRs) and/or Inside Commercial Representatives (ICRs) interacting with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels 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 contact center performance, and reporting of contact center metrics.

Preference to hire from within the current WM CE Team

II. Essential Duties and Responsibilities
 

• Provides daily guidance and assistance to contact center representatives
• Provides 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 and provides feedback as necessary to ensure contact centers quality standards are exceeded
• Supports case management/credit approvals and review
• Maintains routine customer service related reports and creates reports as required and requested by management
• Acts as a liaison between contact center representatives, supervisory staff and other departments
• Performs administrative duties as requested
• 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 contact center representatives in addition to assisting with non-routine and escalated customer calls.
• Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels.
• Flexible scheduling and willingness to perform other tasks as required by delivery channel.

Iii. Qualifications

• The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US & within 50 miles of a current CE Location.
• A. Education and Experience
• Education: High School Diploma or GED (accredited) required 
• Experience: 2 years of experience as a WM CSR/ICR required.

B. Other Knowledge, Skills or Abilities Required

• Proficient in contact center technical knowledge and skills
• Proficient in MS Office (Word, Outlook and Excel)
• Excellent verbal, written and analytical skills
• High customer focus
• Reacts well under pressure
• Treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Works both independently and with a team to meet site goals
• Adapts to frequent changes in the work environment
• Manages difficult or emotional customer situations

C. Location

• Alabama    3301 Acmar Rd, Moody, AL 35004
• Arizona    2550 W Union Hills Dr, Phoenix, AZ 85027
• Florida        3510 Rio Vist Ave, Orlando, FL 32805
• Illinois        720 E Butterfield Rd, Ste 400, Lombard, IL 60148
• Mass.        1700 W Park Dr, Suite 300, Westborough, MA 01581
• Michigan    41100 Plymouth Rd, Suite 170, Plymouth, MI 48170
• Mississippi    499 Gloster Creek Village Ste B2, Tupelo MS 38801
• Pennsylvania    625 Cherrington Parkway, Moon Township, PA, 15108

The expected base pay range for this position across the U.S. is $21.15-$26.44. 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 including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click "Apply".

Internal candidates must be performing in an above average capacity in their current position, be an employee in good standing and have worked at WM for 12 months. 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.

ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real Id

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative.  This position may require the successful candidate to travel by air for business reasons, or service federal property.  Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.