Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the greater New York, New Jersey and Connecticut markets with a rail-served landfill in Ohio!  IWS is committed to delivering high-quality waste, recycling and environmental services, while prioritizing the safety of our employees, customers and communities. We cater to a diverse range of industrial, medical and commercial/residential customers. 

Founded in 1998, IWS has grown over the years through acquisitions, many of which were family-owned businesses that remain a part of our team today. We’re proud to combine the resources of a large company with the values and care of a family-run business. 

Job Summary: 
We value individuals who are passionate about delivering outstanding customer service. As a Customer Service Team Lead, you will play a key role in enhancing both team performance and operational efficiency. In this role, you’ll be closely connected to the front lines supporting our Customer Service Reps in real time, coaching team members, resolving escalated customer issues, and ensuring call/email queues are properly staffed and reps are skilled to meet demand. You’ll regularly walk the floor to provide in-the-moment guidance, and may be called on to jump into calls during “all hands on deck” situations or to provide coverage for a Customer Service Supervisor when needed.

Job Duties & Responsibilities:

• Provide ongoing training, mentoring, and support to customer service representatives. The lead role is the representative's first line of support when needed assistance with a customer question or issue.
• Oversee the daily activities of the customer service team.
  • Monitor the daily flow of all customer service queue volume; (phone, email, chat, etc.) in real-time
  • Watch Wrap times
  • Adjust skills in real-time
  • Assist on calls during high-volume periods
• Handle and resolve complex customer inquiries or escalations efficiently and professionally; collaborate with team members to develop effective solutions for recurring issues.
• Comprehensive understanding of the first-level agents' role to ensure opportunities are identified and addressed. Review and refine SOPs and Knowledge Base articles to maintain accuracy and relevance.
• Act as a liaison between customer service and other departments to resolve interdepartmental issues.
• Motivate the team to achieve and exceed customer service objectives and foster a positive work environment.
• Proactively review the overall customer service experience and suggest enhancements to exceed customer expectations.
• Suggest and provide updated email templates and phone script materials when necessary. 
• Share innovative ideas to enhance the customer journey and drive team success.

Requirements and Qualifications:

• Bachelor’s degree preferred.
• Minimum of 2 years' experience working in a Customer Service call center environment
• Previous experience delivering training or coaching preferred.
• Affinity for quality and customer service and helping others.
• Impeccable communication skills (both written and verbal) ensuring delivery is of the highest quality and standard to certify clarity, appropriate level of detail, and timely response.
• Enthusiastic team player with a strong sense of ownership and can-do attitude.
• MUST HAVE CALL CENTER SUPERVISION / MANAGEMENT EXPERIENCE!!!

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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.