Sr Customer Support Specialist- Haz Waste

Republic Services•Livonia, MI

11d•Hybrid

About The Position

The Sr Customer Support Specialist provides customer service and hazardous-waste support to clients, serving as an escalation point for inquiries and complex issues. The role processes orders, prepares correspondence, troubleshoots problems, and works to meet customer needs promptly and professionally. It also supports junior team members and coordinates with Sales, Operations, and Customer Support Management. The position handles administrative and waste-profile work, including assessing new profiles for completeness, entering data, maintaining supporting documentation, preparing shipping documents and manifests with proper DOT hazardous-material descriptions, and coordinating office services. It also investigates billing discrepancies, processes adjustments, manages invoicing and collections, provides quotes, and organizes trucking and waste-transport logistics. Pricing work includes reviewing groups assigned to approved profiles and selecting pricing sheets based on 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 stated schedule is Monday through Friday, 8 a.m. to 5 p.m. Candidates need hazardous-waste, DOT, and RCRA experience.

Requirements

Four to seven years of progressively responsible experience in a customer-facing role addressing customer needs.
Experience with hazardous waste, DOT, and RCRA.
Commitment to customer service; ability to actively listen, understand requests, resolve issues, and make recommendations.
Advanced knowledge of and ability to assist Customer Support Specialists with RCRA laws and regulations related to waste characterization principles and practices, analysis and evaluation, waste processing protocols, and DOT transportation regulations.
Knowledge of 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.
Mentor junior staff and provide escalated 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.
Coordinate 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 point of contact for Sales, Operations, and Customer Support Management.
Investigate billing discrepancies, process adjustments, and manage invoicing and collections.
Provide quotes and schedule and organize trucking for efficient waste-transport logistics.
Evaluate groups assigned to approved profiles and select pricing sheets based on location, customer type, and regional market to price waste disposal accurately.