Sr Customer Support Specialist - Environmental Solutions
About The Position
The Sr. Customer Support Specialist provides customer service and waste support to clients using waste treatment and disposal services. 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 also mentors junior staff and collaborates with internal teams to resolve customer concerns. The position supports waste-profile review and data entry, documentation, shipping paperwork and manifests, billing adjustments, invoicing, collections, quotes, and transportation scheduling. It works with Sales, Operations, and Customer Support Management and applies knowledge of waste characterization, RCRA requirements, and DOT transportation regulations. This is a hybrid role requiring four days in the Greensboro, North Carolina office.
Requirements
- Four to seven years of progressively responsible experience in a customer-facing role addressing customer needs.
- Working knowledge of DOT and RCRA regulations.
- Commitment to customer service and ability to actively listen, understand customer requests, resolve issues, and make recommendations.
- Advanced knowledge of RCRA laws and regulations as they relate to waste characterization principles and practices, including 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.
- Hazardous-waste knowledge.
Responsibilities
- Provide timely and accurate 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 appropriate 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
- Vision coverage
- Health care and dependent care spending accounts
- Short- and long-term disability
- Life insurance
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
