I.

Job Summary:

The Team Lead works with Temporary Roll-off (TRO) and Customer Experience sales representatives, and Area partners, to assist WM customers by phone, email, live chat, and self-service channels. The aim is to meet contact center goals and exceed customer expectations. The Team Lead supports the TRO department by providing ongoing assistance to TRO representatives, oversight of real-time productivity performance, and reporting of RSS metrics as needed. This role has a sales compensation component that will be driven by individual success and performance.

II.

Essential Duties and Responsibilities:

• Provides daily guidance and assistance to TRO sales representatives

• Responsible for Tier approvals in sub-Teams channels

• Queue monitoring and availability, as well as queue support via taking phone calls as needed to support daily ASA requirements.

• MS Teams channel champion

• Huddles in partnership with Supervisors

• First point of contact for shared mailboxes and voicemails

• Troubleshooting support with representatives on systems (Ex: VDI, IW, Employee Console) and connectivity as needed

• Handles customer escalations that may require deviation from standard screens, scripts, and procedures and performs follow ups as needed.

• Supports case management/credit approvals and review

• Acts as a liaison between TRO, Leadership, and other departments

• Performs administrative duties as requested

• Provides training support for new hires to support their onboarding journey

• 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.

• Flexible scheduling and willingness to perform other tasks as required by management. This role will require a set shift but may need flexibility for coverage based on staffing and business need.

III. Qualifications (Must live and work in the U.S.)A.

Required Qualifications:

• High school diploma or GED (accredited)
• Two years of relevant B2B experience in sales (in addition to education requirement).

B.

Preferred Qualifications:

• Prior experience as a WM TRO representative.

IV.

Physical Requirements:

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

The expected base pay range for this position across the U.S is $22.84/hour - $26.68/hour . 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. In addition, this position is eligible for incentive pay.V. 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.