CSR Lead

Position Summary:

The Lead Customer Service Representative serves as a senior member of the customer service team, providing day-to-day support and guidance to Customer Service Representatives (CSRs) assisting residential, commercial, and municipal customers with waste and recycling services. This role acts as a resource for the team, assists with escalated customer concerns, supports training and development, and helps ensure a consistent, efficient, and positive customer experience.

Key Responsibilities:

• Serve as a resource and point of support for Customer Service Representatives, assisting with questions, complex accounts, and challenging customer situations.
• Handle escalated customer issues and work toward timely and effective resolutions.
• Assist CSRs with inbound and outbound calls, emails, service requests, account updates, and customer inquiries.
• Support the team in maintaining high standards for customer service, call quality, accuracy, and professionalism.
• Monitor customer service activity and identify trends, recurring issues, and opportunities for process improvement.
• Collaborate with dispatch, operations, and billing teams to coordinate service adjustments, missed pickups, route issues, billing concerns, and account updates.
• Assist with training and onboarding new Customer Service Representatives and provide ongoing guidance and support.
• Help reinforce company policies, procedures, customer service standards, and municipal service requirements.
• Assist leadership with identifying coaching opportunities and addressing performance or process concerns.
• Provide feedback to management regarding customer concerns, team challenges, and opportunities to improve processes.
• Assist with team meetings, training sessions, reporting, and other customer service initiatives as needed.
• Maintain a positive, professional, and team-oriented environment focused on accountability, communication, and exceptional customer service.
• Serve as a role model for professionalism, reliability, teamwork, and customer-focused service.

Qualifications:

• Education: High school diploma or equivalent required.
• Experience: 2+ years of customer service experience; previous experience as a lead, senior representative, or informal team mentor preferred. Experience in the waste management, utilities, transportation, or related service industry is strongly preferred.
• Skills:
  • Strong customer service and problem-solving skills
  • Excellent verbal and written communication
  • Ability to handle difficult or escalated customer situations professionally
  • Strong organizational skills and attention to detail
  • Ability to assist, coach, and support fellow team members
  • Proficiency with CRM, customer service, and call center systems
  • Ability to work effectively with dispatch, operations, billing, and other departments
  • Ability to prioritize multiple tasks in a fast-paced environment
  • Knowledge of waste and recycling operations is an asset

PAY & BENEFITS

• Weekly pay!
• Multiple health plans available, including a tax-advantaged HSA option.
• Dental, Vision, and Life Insurance.
• Retirement Plan with a company match up to 5%.
• Safety and Retention Incentives!
• Paid Time Off.
• Access to employee discounts through LifeMart!

Ecowaste Solutions offers a competitive base salary, opportunity to earn incentive pay, and a comprehensive employee benefits package. Please submit a resume and salary history for consideration. Only applicants who meet minimum qualifications will be considered and only individuals selected for an interview will be contacted. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this position.