Customer Service Lead

Customer Service Lead

Apex Waste Solutions is looking for a strong, hands-on Customer Service Lead who knows how to build a successful team through leadership, coaching, accountability, and support.

This is more than a traditional customer service position. We're looking for a leader who can develop people, create a positive and high-performing team environment, improve the customer experience, and help ensure day-to-day customer service and office functions run effectively.

The ideal candidate is a confident people leader and coach who enjoys developing employees, setting clear expectations, solving problems, and helping a team succeed. This position also plays an important role in billing, accounts receivable, collections, customer account management, and operational support.

Lead, Coach & Develop the Team

• Provide day-to-day leadership and support to the Customer Service team with a focus on performance, accountability, engagement, and development.
• Coach employees through regular feedback, training, and performance conversations.
• Set clear expectations and help team members strengthen their skills and confidence.
• Conduct weekly team meetings to communicate priorities, recognize successes, address challenges, and keep the team aligned.
• Support onboarding, training, and ongoing development of Customer Service Representatives.
• Foster a positive, professional, and team-oriented work environment.
• Identify performance concerns and partner with management to support improvement and accountability.

Elevate the Customer Experience

• Lead from the front by stepping in to handle customer calls during high-volume periods, staffing gaps, or other times when additional team support is needed.
• Support daily customer service operations and ensure customers receive timely, professional, and effective assistance.
• Serve as a point of escalation for complex customer situations and help guide the team toward effective resolutions.
• Build strong relationships with customers and support customer retention.
• Coordinate customer communications related to route changes, service delays, billing concerns, and other service issues.
• Monitor customer trends and feedback to identify opportunities for improvement.

Support Billing, Collections & Customer Accounts

• Provide higher-level support for billing, accounts receivable, and collections activities.
• Support collections efforts and follow-up on outstanding customer balances.
• Oversee extras and overage billing, unapplied payments, declined autopayments, expiring cards, and chargebacks.
• Complete and support daily Roll-Off billing.
• Process check payments and assist with complex account and billing discrepancies.
• Provide advanced Navusoft and billing support.
• Prepare and process residential service agreements and assist with residential pricing changes.

Improve Processes & Support Operations

• Identify opportunities to improve customer service, billing, and administrative processes.
• Help develop and maintain procedures that create consistency, efficiency, and accountability.
• Partner with Operations, Sales, Accounting, and other departments to resolve customer and account issues.
• Support customer-facing marketing promotions and communications.
• Assist with special projects, mass customer communications, account investigations, and other business needs.
• Use customer service and operational information to identify trends and recommend improvements.

Promote Accountability & Safety

• Reinforce expectations for performance, professionalism, attendance, and customer service.
• Ensure established company policies and procedures are consistently followed.
• Promote Apex Waste Solutions' commitment to safety throughout the Customer Service team.
• Lead by example and help create an environment where employees understand how their work contributes to the success of the team and business.

Education:

High school diploma or GED required. Associate's or bachelor's degree in Business Administration, Management, Communications, or a related field preferred but not required. Relevant customer service leadership, supervisory, billing, or office administration experience may be considered in place of formal education.

Experience:

• Previous experience leading, mentoring, or coaching a customer service or administrative team.
• Strong people leadership and coaching skills with the ability to motivate others and promote accountability.
• Ability to provide constructive feedback and navigate challenging employee or customer conversations.
• Strong customer service mindset with experience resolving escalated or complex issues.
• Experience with billing, accounts receivable, collections, or customer account management preferred.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong communication, judgment, and problem-solving skills.
• Experience with CRM, billing, or customer management systems;
  Navusoft experience is a plus.
• Ability to work effectively across departments and build strong working…