Sr Customer Support Specialist- Haz Waste
About The Position
The Sr. Customer Support Specialist provides customer service and waste support to clients using the company’s waste treatment and disposal services. Serving as an escalation point of contact, the specialist responds to inquiries, processes orders, prepares correspondence, troubleshoots issues, and works to meet customer needs promptly and professionally. The role supports internal and external clients by phone, email, or in person; mentors junior staff; coordinates office and documentation work; and collaborates with Sales, Operations, and Customer Support Management. It also involves reviewing waste profiles, preparing hazardous-material shipping documents, managing billing and invoicing matters, arranging waste transportation, and selecting appropriate pricing for disposal. 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.
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, including actively listening to customers to understand requests and resolve issues or make recommendations.
- Advanced knowledge of RCRA laws and regulations related to waste characterization, 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 respond effectively to sensitive inquiries.
Nice To Haves
- Experience in waste disposal, chemistry, or a related field.
Responsibilities
- Deliver timely and accurate customer service to internal and external clients by phone, email, or in person.
- Mentor junior team members and provide escalated support to resolve complex customer issues.
- 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 waste transportation.
- Evaluate groups assigned to approved profiles and select pricing sheets based on location, customer type, and regional market to price waste disposal accurately.
Benefits
- Comprehensive medical benefits coverage, dental plans, and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability coverage.
- Life insurance and accidental death and 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).
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
