Career Details

Customer Service Lead

Date Posted: 7/16/2019

Location: Central Office (Des Moines)

Type of Employment: Full Time

Strategize and monitor daily activities of customer service operations for an agency with a unique business model, that serves a diverse population of customers. Possess a passion for solving problems and supporting customer needs, while working in a highly collaborative and fast-paced environment, with the ability to oversee and direct team members in providing excellent customer service.

Below is a sampling of the responsibilities of this position:

  • Responsible for maintaining Metro Waste Authority customer service standards and ensuring they are carried throughout the organization, including supervising and/or administering customer interactions to enforce organizational values and build a positive rapport with residents, cities, and vendor partners.
     
  • Evaluates, coaches, and develops the Customer Service Specialists. Prioritizes work based on department and organizational priorities, guides creative input, and mentors’ employees to meet organizational objectives.
     
  • Facilitates a positive customer experience at all MWA facilities, identifying areas of improvement, and overseeing all associated projects. Researches and resolves customer service inquiries and complaints as they are escalated from staff.

Requirements: 

  • Graduation from accredited four (4) year college or university with major course work in marketing, public relations, or business and four (4) years of related experience including at least one (1) year in a managerial role.

  • Valid driver’s license.

This position is open until filled

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