Team Lead, Customer Service - National Accounts

General Description
Reporting to the National Account Manager, this position is responsible for the supervision of the Customer Service staff and all activities that contribute to new customers and the retention of customers that result in revenue growth. The National Accounts Customer Service Team Lead provides ongoing performance reviews and coaching to support the customer service representatives in achieving their goals and targets.

Responsibilities

Respond to customer service and sales inquiries via email using professional written communication.

Oversee the National Accounts Customer Service team, including scheduling, communicating and monitoring performance objectives.

Establish effective strategies for maintaining price increases and sales against set targets.

Provide guidance with service complaints and handle escalated concerns regarding services, products, billing, and pricing concerns.

Work directly with our districts to resolve service complaints.

Coach the team on sales techniques and retention.

Lead the telemarketing sales for all available services, lines of business, pricing structures, and ensure the team offers additional services as appropriate to existing customers.

Generate revenue through various sources.

Implement and maintain retention efforts, new customer experiences.

Strong bilingualism (English and French) is a preferred asset.

Qualifications

Post‑secondary education or equivalent.

3‑4 years of customer service supervisory experience, including sales experience.

1‑2 years of experience in a telephone service environment.

Excellent numeracy skills to handle discussions on invoice details and understand customer credits.

Excellent time management and prioritization skills.

Strong working knowledge of Microsoft Office, and ability to learn new software.

Strong written and oral communication skills.

Experience with Trux software is an asset.

Benefits

Competitive wages (S70,000 - $80,000 annually plus bonus).

Retirement plan with company match.

Medical, dental, vision benefits.

Employee assistance program, scholarship opportunities for kids, employee stock purchase plan.

Insurance: life, short‑term/long‑term disability.

Waste Connections of Canada is an Equal Opportunity Employer. All employment decisions (including but not limited to hiring) are made without regard to characteristics protected by federal, provincial, or local law, regulation, or ordinance.

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