Sr Customer Support Specialist
About The Position
The Sr. Customer Support Specialist will be responsible for providing exceptional customer service and waste support to clients, ensuring their satisfaction with our waste treatment and disposal services. As the escalation point of contact for customers, this position will respond to inquiries, process orders, prepare correspondence, troubleshoot issues, and fulfill customer needs promptly and professionally. The ideal candidate will work closely with the Sales team and customers to initiate, update, and finalize customer profiles, primarily supporting small drop-off and pickup service requests. This role will also provide administrative and operational support as needed across the team.
Requirements
- Advanced knowledge and the ability to assist Customer Support Specialists with Resource Conservation and Recovery Act (RCRA) Laws and Regulations related to waste characterization principles and practices including analysis and evaluation, waste processing protocols, and transportation (DOT) regulations.
- 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, and to respond effectively to sensitive inquiries.
- Commitment to customer service and possess the ability to actively listen to customers to understand requests and resolve issues or make recommendations.
- 4-7 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field.
Nice To Haves
- Previous customer service experience is preferred, along with a working knowledge of RCRA and DOT regulations.
- Strong communication, organizational, and problem-solving skills are essential for success in this customer-focused role.
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.
- Coordinate 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.
- Serve as the point of contact for Sales, Operations, and Customer Support Management.
- Investigate billing discrepancies, process adjustments, and manage invoicing and collections.
- Provides quotes, and schedules, and organizes trucking for efficient waste transportation logistics.
- Evaluate groups assigned to approved profiles and select pricing sheets based on location, customer type, and regional market to accurately price waste for disposal.
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).
- Paid Time Off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
