Customer Care Lead

Position Summary

The Customer Care Lead will monitor service level standards and implement strategies to ensure service excellence for customers of Metro Waste Authority. This position will support phone and web-based Customer Care initiatives, ensuring organizational values and service standards are being met.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Maintains in-depth understanding of all MWA programs and services to train and support Customer Care Specialists and onboard new staff who provide phone or web-based support.
• Identifies training opportunities within the Customer Care department and works with the team to ensure training completion.
• Researches and resolves customer service inquiries and complaints as they are escalated from staff, communicating with appropriate vendor partners for resolution.
• Coordinate schedules and guide day-to-day priorities of team to ensure greatest operational needs are met and customer requests are handled timely.
• Applies the use of technology used for customer interactions over the phone and web, including but not limited to, EasyPop, Hubspot, handsets and headsets, as well as new technology considered for implementation.
• Assists with implementation of metrics to foster a positive customer experience at all MWA facilities, identifying areas of improvement to share with leadership.
• Evaluate policies and procedures for Customer Care; and interprets for staff and customers, analyzes data and reports, communicates issues and/or opportunities, then makes recommendations to implement solutions accordingly.
• Regularly assists with customer interactions to provide support and enforce MWA values, contributing to positive rapport.
• Responsible for modeling Metro Waste Authority customer service standards and ensuring they are carried out throughout the organization through routine quality checks, as well as guidance or coaching provided to team members.
• Utilizes Customer Relationship Management (CRM) software, while developing standard work and implementation strategies.
• Provides back-up coverage, as needed, for all phone and web-based platforms as well as facility scale houses.

Environmental Stewardship – Demonstrates an understanding of Metro Waste Authority’s Environmental Management System (EMS). Guided by the EMS processes and procedures, we focus on six main areas aimed at increasing diversion and/or protecting the environment. These include:

• Recycling
• Household Hazardous Waste Collection
• Yard Waste Management
• Water Quality Improvement
• Greenhouse Gas Reduction
• Environmental Education

MWA Values - Demonstrates an understanding of Metro Waste Authority’s values and applies them to the position, and assigned responsibilities, as well as to all interactions with customers and co-workers.

• Leadership – Set the example because everyone is a leader!
• Integrity – Always do what is right!
• Positivity – Bring our best to every task, every day and bring out the best in your colleagues!
• Teamwork – Collaborate because we know that together we will address opportunities and challenges!
• Innovation – Forge a new path and evolve!

Competencies

• - Consults with others on problems and activities; collects information from a range of sources to assist and guide job activities; asks effective questions to obtain information to help him/her perform their job.
• – Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.
• - Emphasizes the importance of people's contributions; lets people know why their work is important and how it will benefit themselves and others; ties work activities to people's personal career goals and life interests.
• - Allocates time and attention based on what is the most important to achieve key goals and objectives; approaches work in an organized and systematic manner; effectively manages tasks, information, and requests.
• - Shows empathy toward challenges, concerns and problems faced by others; takes a tolerant and patient approach with people who are struggling with difficult challenges; helps to put people at ease and make them feel more comfortable.
• - Accepts and follows directions from others; respects authority; complies with requests; does what they are asked to do.
• – Remains calm under pressure; express confidences in ability to succeed; keeps an optimistic attitude even when things are not going well.
• - Uses healthy and effective methods to manage stress (e.g., maintaining appropriate diet, exercise, and sleep schedules); reacts effectively when faced with high-pressure situations.

Travel

• This position requires frequent travel in and around the Des Moines metro area to support all Metro Waste Authority facilities.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Four (4) years of experience in customer service, including at least one (1) year of supervisor or management experience.
• Competencies in Microsoft Office (including Word, Excel, and PowerPoint) and database management.
• Advising supervisor of significant problems encountered in day-to-day operations.
• Valid driver’s license

Preferred Education & Experience

• Experience with customer relationship management systems.

Physical Demands

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Job Type: Full-time

Pay: $23.00 - $29.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

People with a criminal record are encouraged to apply

Application Question(s):

• What are your salary requirements?

Education:

• High school or equivalent (Required)

Experience:

• customer service: 4 years (Required)
• supervisory/management: 1 year (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person