[Hiring] WM Cares Lead @Waste Management, Inc. (WM)

Role Description

The WM Cares Lead position oversees the work of a team of WM Cares Representatives to meet overall WM Cares objectives and enhance the customer service function to exceed all customers' expectations. The WM Cares Lead supports the department by providing ongoing assistance to WM Cares representatives, oversight of real-time channel performance, reporting of team metrics, and assisting with continuous process improvement. The WM Cares Lead is instrumental in coaching, mentoring, and developing employees in WM Cares Representative or WM Cares Senior Representative positions.

• Provides daily guidance and assistance to WM Cares representatives
• Provides ongoing training to new hire WM Cares representatives
• Handles customer escalations that may require deviation from standard WM Cares screens, channels, and procedures
• Oversees real-time performance of channels and queue management
• Monitors communication and provides coaching and feedback as necessary to ensure WM quality standards are exceeded
• Provides coaching on WM Cares processes to WM Cares representatives for performance improvement
• Mentors WM Cares Senior Representatives and/or high performing WM Cares representatives
• Supports Salesforce case management to ensure timely completion of customer issues
• Supports MAS case/credit management and review
• Provides chat support to WM Cares Representatives and WM Cares Senior Representatives
• Maintains routine customer service related reports and creates reports as required and requested by management
• Acts as a liaison between the WM Cares representatives, supervisory staff and other departments
• Monitors customer issues to identify improvement opportunity trends throughout the business
• Performs administrative duties as requested

This job has no direct supervisory duties; however, it will provide guidance and assistance as required by management. This may include training, coaching, and providing feedback to Representatives in addition to assisting with non-routine and escalated customer calls.

Qualifications

• Must live and work in the US
• Education: High school diploma or GED (accredited)
• Experience: 2 years of relevant work experience in customer service or one year of experience as a Waste Management Team Lead I required
• Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing and have worked at WM for 12 months
• No written or final disciplinary actions of any type within 90 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

Requirements

• Proficient in call center technical knowledge and skills (CSR and ICR)
• Proficient in MS Office (Word, Outlook and Excel)
• Proficient in Salesforce (i.e. Employee Console)
• Proficient in MAS
• Excellent verbal, written and analytical skills
• Coaching
• High customer focus
• Gains commitment
• 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

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation, Holidays, and Personal Days
• Benefits may vary by site