Customer Service Lead

Customer Service Lead page is loaded## Customer Service Lead locations:
4034-Ukiah Hauling time type:
Full time posted on:
Posted Todayjob requisition :
R-95632
** Ukiah Waste Solutions, Inc.**, a Waste Connections company, is looking for a
** Customer Service Lead
** to join the team in
** Ukiah, CA!
**** Schedule is Monday through Friday 8:00AM – 4:30PM. Pay rate starts at $24 per hour
** with regular wage increases. Pay range for this job category is $24-$25 per hour.

The Customer Service Representative (CSR) Lead field calls from customers and works to resolve problems they raise concerning service or billing, all while overseeing the customer service team. A successful CSR Lead must understand the Waste Connections business, so they can resolve various types of customer issues. Customer Service Representatives must show empathy or sensitivity to the customer regarding the issue  CSR Lead works closely with our Operations Supervisors and dispatch team to ensure customer issues are resolved.

Waste Connections has many stable opportunities for qualified and motivated individuals who want to be part of a dynamic organization. We provide competitive benefits and lots of room for individual growth as the company expands.

Because we operate with a highly decentralized structure, we look for individuals who are energetic and have individual initiative and creativity. Join us and be a part of a winning team!

DUTIES AND RESPONSIBILITIES:

* Monitoring call queue
* Providing Support to CSR Team
* Ensuring breaks for the CSRs occur on time
* Assigning ACE notifications or emails to the CSRs
* Provides follow-up to escalated customers
* Manages small projects for the team
* Work in conjunction with other departments to resolve customer disputes & demonstrate the ability to become proficient in the use of proprietary operational systems.
* Effectively communicates issues, needs and opportunities with customer service employees and other managers & solicits sales of new or additional services.
* Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
* Interviews customers and records interview information into computer for customer service, talks with customers by phone and in person, to receive orders for installation, turn on, discontinuance, or change in service.
* Fills out contract forms, determines charges for service requested, collects deposits, prepares change of address records and issues discontinuance orders.
* Demonstrate effective use of software applications, at a minimum MS Word and Excel proficient.
* Delivers services to customers in a manner that promotes goodwill. Interacts with customers and Waste Connections employees to determine service requirements and resolve problems or complaints.
* Work in a fast paced, cooperative, high call volume environment. Solicit sale of new or additional services.
* Cover for the reception desk when necessary.

WORKING CONDITIONS AND PHYSICAL EFFORT:
* Work environment is an office setting. Areas are clean, ventilated, and well lit. Our Customer Service Reps normally have their own workstation or cubicle space and are equipped with a telephone, headset, and computer.
* CSR call areas can be noisy, and work may be repetitious and stressful, with little time in between calls, while still providing excellent service. Some calls are evaluated to ensure high standards.
* Also, long periods spent sitting, typing, or looking at a computer screen are common.

MINIMUM

JOB REQUIREMENTS:

* Ability to read, write, comprehend and communicate in English and Spanish. Being bilingual is preferred, but not required. High school diploma or equivalent preferred.
* 3 - 5 years of Customer Service experience.
* Experience with Microsoft Suites required. Typing and 10-key skills are required.
* Excellent organization and communication skills.
* Ability to analyze and solve problems. Gather data, compile information, and prepare reports.
* Ability to lead by example.
** To be considered for any of our current openings you must complete an application at
** Application information and additional instructions can be found once…