Customer Service Team Lead

About Us
   
 Over the past 25 years, Waste Harmonics Keter has been at the forefront of the waste and recycling industry, delivering innovative, data-driven solutions. We help companies right-size their waste operations and get out of the waste business with industry-leading expertise, state-of-the-art waste technologies, and industry-leading customer service.
     
Visit Waste Harmonics Keter for more information.

Job Purpose

The Customer Service Team Lead oversees a group of 8–10 Customer Service Professionals (CSPs), ensuring consistent delivery of exceptional service. This role focuses on driving team performance, coaching and developing CSPs, and maintaining alignment with operational goals. The Team Lead resolves escalated customer issues, monitors key performance metrics, and fosters a collaborative, high-performing team culture.

Duties and Responsibilities

People 

• Recognition and Accountability- Recognizes and rewards high performance while holding team members accountable for results.
• Team Engagement – Fosters a positive, collaborative team environment where members feel supported and motivated.
• Coaching and Development – Coaches and Develops CSPs to enhance their skills, improve performance, and achieve goals.

Operations

• Workflow Management - Ensures smooth day-to-day operations by identifying bottlenecks and streamlining team workflows for improved efficiency and effectiveness.
• Process Adherence - Ensures team adherence to established workflows, processes, and service standards.
• Performance Monitoring - Tracks individual and team performance metrics to identify and address areas for improvement.

Stakeholder Management

• Escalation Resolution - Manages escalated customer issues effectively and ensures timely resolution.
• Collaboration with Leadership - Coordinates with Segment Leads and other Team Leads to ensure consistent service delivery.

Strategy

• Performance Improvement - Identifies opportunities for improving customer satisfaction and team efficiency.
• Team – Level Strategy - Implements team-level strategies to meet customer service goals and KPIs.

Performs other duties as assigned.

Qualifications

Education & Experience:

• High school diploma or GED
• Associate’s degree preferred
• Demonstrated success in a customer service role with leadership responsibilities.
• Proven ability to manage and develop individual and team performance.
• Experience handling escalated customer issues and resolving them effectively.
• Strong familiarity with using CRM tools to track customer interactions and team productivity.
• Experience fostering collaboration within teams and across departments.
• Strong coaching & leadership skills, especially focused on giving constructive feedback, building capability and motivating individuals
• Experience in training and mentoring team members to enhance their skills and performance, ensuring consistency in service standards.

Knowledge & Skills:

• Strong understanding of customer service principles and best practices.
• Familiarity with KPIs and metrics related to customer satisfaction, response times, and team performance.
• Knowledge of CRM tools and help desk software to monitor and support customer interactions.
• Understanding of coaching and team development techniques to improve CSP performance.
• Awareness of process improvement methods to enhance efficiency and service quality.

Work Conditions/Physical Requirements

• Office environment. Noise level is moderate.
• Work is primarily performed at a desk using a computer and other standard office equipment
• Occasional walking to meetings or shared office equipment may be required.
• Ability to work after normal business hours as needed.

Waste Harmonics Keter Comprehensive Benefits Package

•  Competitive Compensation 
•  Annual Bonus Plan at Every Level 
•  Continuous Learning and Development Opportunities 
•  401(k) Retirement Savings with Company Match; Immediate Vesting 
•  Medical & Dental Insurance 
•  Vision Insurance (Company Paid) 
•  Life Insurance (Company Paid) 
•  Short-term & Long-term Disability (Company paid) 
•  Employee Assistance Program 
•  Flexible Spending Accounts/Health Savings Accounts 
•  Paid Time Off (PTO), Including birthday off, community volunteer hours and a Friday off in the summer 
•  7 Paid Holidays

At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply. 

Salary : $75,000 - $110,000