Job Title

Overview Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial, and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling, and environmental services, while keeping focus on employee, customer, and environmental safety. What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture. Summary: We value people that are passionate about providing excellent customer service. Our employees thrive in being part of a team who creates and cultivates professionalism in the workplace. Our focus of expertise is Service, Customer Service, Business-to-Business (B2B) and Business-to-Consumer (B2C). In this role, you will be responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client needs.our day-to-day duties will include handling all escalations, providing direct feedback following the resolution and reviewing small projects based on feedback. In addition, you will look for ways to improve our processes and procedures to increase efficiency and productivity through analyzing client issues using root-cause analysis. You are also expected to attend meetings on process improvement and promote cooperative effort and teamwork. Responsibilities Oversee the day-to-day activities of the customer service team. Provide training and coaching to the customer service representatives. Respond to and resolve complex customer inquiries and resolve issues in a timely manner. Monitor and evaluate team performance of each CSR, provide feedback, and take part in performance reviews. Coordinate and liaise with other departments to resolve issues raised to CS. Ensure the team is delivering a high level of customer service that meets and/or exceeds customer expectations. Provide innovative suggestions for improvements and enhancements. Drive team towards meeting or exceeding customer service goals. Provide feedback to upper management regarding customer concerns and needs. Conduct team huddles to update members on best practices and continuing expectations. Proactively review the service delivered and make recommendations to continuously improve the customer experience. Identify gaps, missing information, and areas of weakness Comprehensive understanding of the first-level agent's role to ensure that all processes and systems are in place and being completed accurately. Manage and develop customer support tools to ensure a positive customer experience. Daily monitoring of all customer service queues; phone and email and assist when needed. Support customer service agent time management in Ceridian Monitor and assess staff knowledge and skill level; retrain when necessary and document all phases. Qualifications Bachelor's degree preferred. Minimum of 3-5 years experienceworking in a leadership/resolution type role. Experience working in a customer contact center environment. Experience working under pressure to meet deadlines and targets. Experience developing people and leading a team. Previous experience delivering training or coaching preferred. Creative approach to training and a desire to make learning interactive. Affinity for quality and customer service. 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. Desire to be a change agent. Ability to be agile and work in ambiguous environments. Passionate and compassionate. A self-starter with strong prioritization, management, and organizational skills. Enthusiastic team player with a strong sense of ownership and can-do attitude. Additional duties as required Additional Information 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. Salary Range Minimum USD $26.00/Hr. Salary Range Maximum USD $28.00/Hr. ID Job Locations US-NJ-Teaneck Category Customer Service/Support Position Type Regular Full-Time