Customer Experience Chat

Ecowaste Solutions • Mobile, AL

16h • Onsite

About The Position

The Customer Experience Chat Specialist serves as a digital point of contact for Ecowaste Solutions customers, providing timely, accurate, and professional assistance through online chat. This role is responsible for resolving customer inquiries, researching accounts, processing requests, documenting interactions, and coordinating with Operations, Billing, Sales, and other departments when additional support is required. The ideal candidate is a strong written communicator who can manage multiple conversations while maintaining accuracy, professionalism, empathy, and ownership. Because online chat requires customers to rely entirely on written communication, attention to detail and the ability to clearly explain resolutions are essential.

Requirements

• Previous customer service, call center, online chat, or related experience preferred.
• Strong written communication and typing skills.
• Ability to communicate professionally and empathetically without relying on verbal tone.
• Strong attention to detail and ability to accurately follow established processes.
• Ability to navigate multiple systems and screens simultaneously.
• Ability to multitask and manage multiple customer conversations in a fast-paced environment.
• Strong problem-solving and de-escalation skills.
• Dependable attendance and ability to work assigned schedules based on business needs.

Nice To Haves

• Waste industry experience is helpful but not required.

Responsibilities

• Respond to customer inquiries through Ecowaste Solutions' online chat platform in a timely and professional manner.
• Assist customers with billing and payment questions, service schedules, missed pickups, cart or container concerns, account updates, service changes, and other general account inquiries.
• Research customer accounts using company systems, including AMCS Platform and other applicable operational systems.
• Create appropriate work orders and service requests based on established Customer Experience procedures.
• Review account notes, service history, driver notes, photos, work orders, and other available information before providing a resolution.
• Accurately document all customer interactions and actions taken on the account.
• Take ownership of customer concerns and work toward first-contact resolution whenever possible.
• Escalate service issues appropriately when additional Operations or leadership involvement is required.
• Identify sales opportunities and route leads according to the established Sales process.
• Follow company policies regarding credits, missed pickups, cancellations, refunds, pricing, fuel recovery charges, and other account adjustments.
• Manage multiple chat conversations while maintaining accuracy and service quality.
• Maintain professional written communication, including proper grammar, spelling, tone, and company-approved terminology.
• Protect customer and company information and follow all applicable privacy and payment-security requirements.
• Meet established Customer Experience productivity, quality, response-time, and customer-service expectations.
• Participate in training, coaching, team huddles, and ongoing process updates.
• Perform additional Customer Experience duties as business needs require.

Benefits

• Weekly pay
• Multiple Health Plans to choose from, including an HSA tax advantage option
• Dental, Vision, and Life Insurance
• Retirement Plan with a company match
• Safety and Retention Incentives
• Paid Time Off
• Access to employee discount through LifeMart

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed