Client Services Specialist

Innovative Cost Solutions • North Andover, MA

5d • $58,000 - $65,000 • Hybrid

About The Position

Founded in 2006, ICS is a fast-growing company that has continued to grow year after year since its inception nearly 20 years ago. We’ve been ranked as one of the 50 fastest-growing private companies in Massachusetts on multiple occasions in the past 10 years. We are currently looking for smart, analytical, hardworking, self-starting and unselfish individuals to help us provide our cost reduction services to thousands of businesses throughout the United States. Currently, our primary focus is to help businesses reduce their costs associated with their waste and recycling services, which is often one of the most overlooked line items in any budget. Given that the waste and recycling industry is a $100+ billion industry, the need for our cost reduction solutions is endless. As a Client Services Specialist, you would be responsible for supporting everyone on the Client Services/Account Management Team. This would include helping our team manage any and all aspects relating to new and existing Clients such as general administrative tasks, providing customer service, analytical work, data entry, negotiating with waste haulers, overseeing our waste hauler contracts database, and many other tasks. There are no tasks that are too big or too small. As an important member of our team, you’d be asked to leave your ego at the door. As a small company everyone wears multiple hats so you would also assist with special projects from time to time if necessary. You’d be trained on how to do all aspects of the job and you’d also be trained on how to use our proven cost reduction strategies to help our Clients save money on their waste removal costs.

Requirements

• A minimum of 3 years of general business experience is preferred
• Any account management or client relations experience is a plus
• Must be a very strong and fearless negotiator
• Must not be afraid of failing
• Must have very strong phone and email skills
• Must be able to communicate clearly and effectively
• Must have exceptional writing skills and solid knowledge of business email etiquette
• Must be really good under pressure
• Must be a hardworking, organized, reliable and self-motivated individual with a strong desire to succeed
• Multi-tasking and project management skills are a must
• Must have the ability to work both independently and as part of a team
• Must be proficient in MS Office especially MS Excel and MS Word
• Must possess very strong computer skills
• Must have a valid driver’s license and a dependable vehicle
• Must be willing to work extra hours if necessary from time to time as needed
• Must be willing to work in person or remotely whichever the company needs you to do but almost all work will be done in the office

Nice To Haves

• Bachelor’s Degree preferred but NOT REQUIRED
• Previous Account Managers, Sales Support Assistants, Administrative Assistants, Customer Service Reps, Account Executives, Business Development Reps or Account Specialists are encouraged to apply
• Individuals with prior experience in the waste industry are encouraged to apply.

Responsibilities

• Analyzing and breaking down new client data
• Putting new client data into spreadsheets for further analysis
• Verifying what clients have for services with their waste removal companies
• Gathering any necessary information from waste removal companies that we need to complete our cost analysis for clients
• Manage client contract expirations and send out contract cancellation notices to waste removal companies
• Provide general support and assistance to all members of the Client Services/Account Management Team
• Developing recommendations on how new clients can reduce their waste removal costs
• Working with waste removal companies to make service adjustments, negotiate pricing, and negotiate contract terms
• Presenting recommendations to new clients for their approval when necessary
• Implementing approved recommendations on clients’ behalf
• Setting up and assisting with client billing spreadsheets when necessary
• Possibly visiting client locations to perform site surveys when necessary (very rare)
• Handling client questions or concerns regarding waste removal service or billing issues
• Handling billing errors and/or rate increases on clients’ waste removal invoices
• Identifying additional cost savings opportunities for existing clients
• Responding to incoming emails and phone calls from clients and addressing missed pickups, roll off requests, extra pickup requests, and any service related issues
• Possibly helping to make service adjustments
• Possibly setting up new locations
• Proactively follow up with clients to make sure any and all issues have been taken care of
• Proactively reach out to clients to see if there’s anything we can do to help them better manage their waste and recycling services
• Input client data and notes into our CRM
• General business tasks as needed
• Assist with special projects as needed

Benefits

• General flexibility is offered as needed including working from home occasionally
• Partial Health Insurance Reimbursement if eligible
• Company Laptop
• 401K with Company Match after 1 year
• Paid Vacation and Sick Time
• One on one training with the Director of Client Services and President of the Company
• In-depth ongoing on the job training
• Career development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree