Customer Experience Team Lead

Join the Walters Team!

We are looking for a Customer Experience Team Lead who enjoys supporting people, solving problems, and helping a team succeed.

Pay Range: $26.00–$28.00 per hour, based on experience.

As a Customer Experience Team Lead , you will serve as the connection between the Customer Experience Team and management, helping ensure our customers receive outstanding service every day.

This role provides daily leadership and support to the Customer Experience Team, including motivating, recognizing, coaching, training, developing, and problem-solving with team members.

The Team Lead also partners with the Customer Experience Manager on hiring, staffing, scheduling, training, performance, and recognition programs.

This position reports to the Customer Experience Manager.

• Strong knowledge of customer service principles and practices
• Computer proficient with the ability to learn customer service software applications
• Ability to work effectively in a Windows-based environment
• Typing speed of 60 WPM preferred
• Accurate ten-key skills
• Bachelor’s degree preferred
• 3+ years of internal customer service experience or 5+ years of external customer service experience
• Prior management or leadership experience highly preferred

• Communication
• Problem-solving
• Coaching and development
• Time and task management
• Leadership and team motivation
• Organization and attention to detail

• Proficiently perform all Customer Service Representative and Senior Customer Service Representative responsibilities
• Provide daily direction and communication to team members to ensure customer calls are answered in a timely, efficient, and knowledgeable manner
• Ensure daily, weekly, and monthly responsibilities are completed accurately and on time
• Continually evaluate processes and procedures and recommend improvements to operations, efficiency, and service
• Provide regular performance feedback and coaching to team members
• Partner with the Customer Experience Manager to complete performance reviews and support skill development
• Coach and support team members through workplace challenges and concerns
• Ensure team members have the training, tools, and resources needed to successfully perform their jobs
• Help create and maintain a positive, high-quality work environment where team members are motivated to perform at their best
• Assist with addressing performance or disciplinary concerns in accordance with company policy, ensuring documentation is accurate, current, and confidential
• Assist with daily call center operations, including staffing, training, scheduling, and reward and recognition programs
• Participate in and lead special projects and continuous improvement initiatives
• Help manage team performance to ensure customer calls are handled efficiently and effectively
• Establish and maintain work procedures and processes that support company and departmental standards and goals
• Use appropriate judgment when communicating department or team member concerns to management
• Help manage departmental performance expectations across Marketing, Sales, and Operations
• Assist with developing customer care policies and procedures
• Handle escalated customer calls as needed
• Partner with Marketing to proactively communicate service information to customers
• Assist with basic IT troubleshooting
• Take 15+ customer calls per day and assist with call overflow as needed
• Use customer service knowledge and retention strategies to help retain customers who contact Walters to cancel service
• Follow departmental SOPs and scripting to acquire, retain, and save customers
• Perform other duties as assigned

• Work is primarily performed in a climate-controlled office environment
• Regularly operates standard office equipment, including telephone, headset, computer, monitors, keyboard, mouse, copier, and scanner
• Physical activities may include walking, sitting, standing, and bending

Tools and Technology

• Desktop computers
• Wireless telephone systems and headsets

• Microsoft Outlook
• Microsoft Office
• Microsoft Word

• Competitive wages based on experience
• Health, Dental, and Vision Insurance

• Employer HSA contributions

• Voluntary benefits including Additional Life Insurance, Long-Term Disability, Critical Illness, and Accident Insurance
• LegalShield/IDShield
• 401(k) with Employer Match
• 10 days of Paid Time Off (PTO) and 6 days of ESST

• Free trash pickup within the Walters service area

This job description does not state or imply that these are the only duties required of the employee in this position.

Team members may be asked to perform other job-related duties as assigned by an authorized manager or leader.

may be modified to reasonably accommodate individuals with disabilities.

To successfully perform this position, team members must possess the skills, abilities, and qualifications necessary to perform the essential functions of the role.

This job description does not create an employment contract, implied or otherwise, and employment remains at will.