Emergency Call Intake Specialist

Clean Harbors, Inc.; Norwell (MA); On-site; USD 2,066,000 - 4,822,000; Full time

Benefits offered by this job

Health benefits after 30 days

Group 401K with company matching

Generous paid time off

Tuition reimbursement

Company paid training

Job summary

Clean Harbors, Inc. in Norwell, MA is seeking an ERTS Call Intake Specialist- (Duty Operator) to join our in-office team. The role handles incoming emergency and non-emergency calls, documents details in ALERTS, and elevates urgent matters to operations.

This is an in-office position, Monday–Friday, 8:00 a.m.–4:00 p.m., with focus on accurate information and timely responses. Responsibilities include real-time updates, clear relay of incident data (location, materials, threats), and rigorous

Qualifications

• High School Diploma or GED required
• Strong computer skills with Microsoft-based applications
• Excellent written and verbal communication skills
• Excellent interpersonal and organizational skills
• Excellent customer service skills
• Decisiveness and initiative
• Ability to work in a team environment as well as independently
• Ability to prioritize responsibilities and meet deadlines
• Ability to work with little or no supervision
• Ability to remain calm while handling a potential crisis
• Ability to work overtime as requested by management
• Successfully complete a background check and drug test

Responsibilities

• Answer high-volume emergency and non-emergency calls in a timely, professional, and courteous manner.
• Accurately document incident details into the ALERTS system, ensuring all required fields are completed.
• Promptly elevate calls to the appropriate Operations Manager or internal team based on event type and urgency.
• Maintain real-time updates and communications on active calls until they are transitioned to a dispatch or project team.
• Ensure clarity and accuracy in relaying information from callers, including location, incident description, materials involved, and any immediate threats or injuries.
• Maintain communication logs and support documentation in compliance with internal protocols and regulatory requirements.
• Communicate clearly and effectively with clients, team members, and regulatory agencies as directed.
• Return missed calls, voicemails, and emails promptly to ensure no delay in service or reporting.
• Monitor ongoing situations to update teams or clients as needed based on available information.
• Uphold confidentiality, accuracy, and professionalism at all times

Job description

Clean Harbors, Inc. in Norwell, MA is seeking an ERTS Call Intake Specialist- (Duty Operator) to join our in-office team. The role handles incoming emergency and non-emergency calls, documents details in ALERTS, and elevates urgent matters to operations.

This is an in-office position, Monday–Friday, 8:00 a.m.–4:00 p.m., with focus on accurate information and timely responses. Responsibilities include real-time updates, clear relay of incident data (location, materials, threats), and rigorous