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.

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

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.

Equal Opportunity Employer: Minority/Female/Disability/Veteran