Lead Customer Support Specialist- Haz Waste

Republic Services•Livonia, MI

10d•Hybrid

About The Position

The Lead Customer Support Specialist provides customer service and hazardous waste support to clients using the company’s waste treatment and disposal services. As an advanced escalation contact, the role responds to inquiries, processes orders, prepares correspondence, troubleshoots issues, and fulfills customer needs in a timely and professional manner. The position indirectly supervises junior staff and provides advanced support to resolve complex issues. It also serves as a subject matter expert for Sales, Operations, and Customer Support Management. The role manages administrative and waste-profile work, including assessing new waste profiles for completeness, entering data into the company system, maintaining supporting documentation, and preparing shipping documents such as manifests using correct DOT hazardous-material descriptions. It also handles billing discrepancies, adjustments, invoicing, collections, quotes, and transportation scheduling. For disposal pricing, the specialist evaluates treat groups assigned to approved profiles and selects pricing sheets based on TSDF location, customer type, and regional market. This is a hybrid position based out of the Livonia, Michigan office, with four days per week in the office. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. local time. The employer seeks someone with hazardous-waste, DOT, and RCRA experience.

Requirements

7–10 years of progressively responsible experience in a customer-facing role addressing customer needs.
Commitment to customer service and the ability to actively listen, understand customer requests, resolve issues, and make recommendations.
Extensive knowledge of RCRA laws and regulations as they relate to waste characterization principles and practices, including analysis and evaluation, waste-processing protocols, and DOT transportation regulations.
Knowledge of advanced accounting processes.
Ability to identify trends and data patterns.
Ability to work in a team environment and handle multiple assignments simultaneously.
Proficiency with Microsoft Office, DocuSign, and PDF writer.
Ability to read, analyze, and interpret complex documentation, technical procedures, and governmental regulations, and to respond effectively to sensitive inquiries.

Nice To Haves

Experience in waste disposal, chemistry, or a related field.
Hazardous-waste, DOT, and RCRA experience.

Responsibilities

Deliver timely and accurate service to internal and external clients by phone, email, or in person.
Indirectly supervise junior staff and provide advanced support for complex issues.
Establish effective communication pathways for handling customer inquiries.
Collaborate with appropriate teams to resolve customer concerns promptly.
Manage office services, including data entry, clerical work, records control, form creation, and report preparation.
Assess new waste profiles for completeness, enter data into the company system, and manage supporting documentation.
Prepare shipping documents, including manifests, using correct DOT hazardous-material descriptions.
Serve as the subject matter expert for Sales, Operations, and Customer Support Management activities.
Investigate and resolve billing discrepancies, process adjustments, and manage invoicing and collections.
Provide quotes and schedule and organize trucking for waste transportation.
Evaluate treat groups assigned to approved profiles and select pricing sheets based on TSDF location, customer type, and regional market.