Customer Service Lead

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Full Time Professional Colorado Springs, CO, US

Salary Range: $24.00 To $26.00 Annually

Job Title: Customer Service Lead

Job Type: Full-Time

Final date to receive applications: Position will remain open until filled

Pay: $24.00 - $26.00 Hourly

We are dedicated to providing exceptional waste management services to our community. We believe in safety, reliability, and environmental responsibility. Our team is committed to ensuring waste is collected, handled, and disposed of in a sustainable and efficient manner.

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.

• 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.

• 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.

• 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.

• 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.

• Reinforce expectations for performance, professionalism,…