Senior Customer Service Representative

Put your great attention to detail to work as Customer Service Representative with a growing leader in environmental and regulated waste management solutions!

Working as part of a dedicated team of customer experience, sales, and compliance professionals, you’ll take ownership by working internally to coordinate their waste disposal needs in accordance with their service agreements. You’ll serve as part of the customer experience team providing support to Clients, internal Operations, Finance, Logistics and field staff to ensure a high level of customer satisfaction.

• Ability to demonstrate a high level of Customer Service acumen acquired through substantial gained experience.
• Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution.
• Actively manage multiple customers assigned to the team member’s roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing.
• Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster.
• Coordinate with cross functional teams to assign tasks to the correct departments.
• Maintain thorough and updated customer records.
• Prepare client profiles by gathering information and assign codes using basic knowledge of MSDS and hazardous waste coding and disposal requirements.
• Responsible for all case management tied to the team member’s assigned accounts.
• Conduct research and work cross functionally to resolve or escalate problems.
• Regularly review, analyze, and prepare reports on the status of customers’ orders.
• Conduct proactive calls to ensure ongoing communication with existing customers.
• Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers’ needs.
• Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services.
• Perform other reasonably related tasks as assigned by management.

Requirements

Basic Required Qualifications:

• Bachelor’s degree coupled with 3+ years of work experience in an account management or customer service role OR High school diploma/GED coupled with 5+ years of work experience in a customer service or account management role.
• High level of Customer Service acumen and business acumen.
• Self-directed, with the ability to work on multiple projects with competing priorities and deadlines.
• Proficiency in Microsoft Office software (Excel, Word, PowerPoint, and Outlook).
• Experience using a CRM system or web-based programs, proprietary online applications; preferably Salesforce.
• Excellent verbal and written communication skills in English; ability to maintain a high level of accuracy in details; and strong phone contact handling skills and active listening.
• Ability to manage several tasks simultaneously and meet deadlines.

Preferred Qualifications:

• Bachelor’s degree in chemistry, environmental studies or biology.
• Work experience with waste characterization, waste handling logistics, and profiling, demonstrating familiarity with EPA/RCRA, and DOT regulations.
• Knowledge of Salesforce, Ariba, or Oracle systems.
• Experience administering and reviewing service contracts.
• Ability to lead account-specific projects.