Lead Customer Support Specialist- Haz Waste

Republic Services•Livonia, MI

8d•Hybrid

About The Position

The Lead Customer Support Specialist provides customer service and hazardous waste support to clients, serving as an advanced escalation contact. The role responds to inquiries, processes orders, prepares correspondence, troubleshoots issues, and helps ensure customer needs are addressed promptly and professionally. It indirectly supervises junior staff and provides advanced support on complex customer issues. The position also handles office services and records, reviews waste profiles and supporting documentation, prepares shipping documents and manifests using appropriate DOT hazardous-material descriptions, and serves as a subject matter expert for Sales, Operations, and Customer Support Management. Additional work includes resolving billing discrepancies, processing adjustments, invoicing and collections, providing quotes, coordinating trucking, and pricing waste disposal based on approved profiles, treatment groups, TSDF location, customer type, and regional market. This is a hybrid role based in the Livonia, Michigan office, with four days per week in the office. The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. local time.

Requirements

7–10 years of progressively responsible experience in a customer-facing role addressing customer needs; waste disposal, chemistry, or a related field is preferred.
Experience with hazardous waste, DOT, and RCRA.
Commitment to customer service and ability to actively listen, understand requests, resolve issues, and make recommendations.
Extensive knowledge of RCRA laws and regulations as they relate to waste characterization, 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.

Responsibilities

Provide timely, accurate customer service to internal and external clients by phone, email, or in person.
Indirectly supervise junior staff and provide advanced support to resolve complex issues and improve customer satisfaction.
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 a 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 treatment groups assigned to approved profiles and select pricing sheets based on TSDF location, customer type, and regional market to price waste disposal accurately.
Mentor Senior Customer Support Specialists on RCRA regulations and waste characterization principles and practices.