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Sr Customer Support Specialist - Environmental Solutions
Republic Services - Phoenix, AZ
posted about 1 month ago
About the position
The Sr. Customer Support Specialist at Republic Services is responsible for delivering exceptional customer service and support related to waste treatment and disposal services. This role serves as the escalation point for customer inquiries, ensuring satisfaction through effective communication and problem resolution. The specialist will mentor junior staff, coordinate office services, and manage documentation and billing processes, all while maintaining a focus on customer needs and compliance with relevant regulations.
Responsibilities
- Delivers outstanding service to both internal and external clients via phone, email, or in person, ensuring timely and precise assistance.
- Mentors junior staff on the team and provides escalated support to resolve complex issues and enhance customer satisfaction.
- Establishes effective communication pathways to handle customer inquiries.
- Collaborates with appropriate teams to ensure swift resolution of customer concerns.
- Coordinates office services, such as data entry, clerical work, records control, creating forms, and preparing reports.
- Assesses new waste profiles for completeness, inputs data into the company system, and manages supporting documentation.
- Prepares shipping documents, including manifests, using correct DOT hazardous material descriptions for shipments.
- Serves as the point of contact for Sales, Operations, and Customer Support Management.
- Investigates billing discrepancies, processes adjustments, and manages invoicing and collections.
- Provides quotes, schedules, and organizes trucking for efficient waste transportation logistics.
- Evaluates groups assigned to approved profiles and selects pricing sheets based on location, customer type, and regional market to accurately price waste for disposal.
Requirements
- 4-7 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field.
- Advanced knowledge of Resource Conservation and Recovery Act (RCRA) Laws and Regulations related to waste characterization principles and practices.
- Knowledge of accounting processes.
- Ability to identify trends and data patterns.
- Ability to work within a team environment and handle multiple assignments simultaneously.
- Proficient with Microsoft Office, DocuSign, and PDF writer.
- Ability to read, analyze, and interpret complex documentation, technical procedures, and governmental regulations.
Nice-to-haves
- Experience in waste disposal or environmental services.
- Familiarity with hazardous materials and DOT regulations.
Benefits
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- Retirement plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
