ERTS Call Center Specialist- Night Shift

Clean Harbors, Inc.; Norwell (MA); On-site; USD 27,552 - 31,684; Full time

Benefits offered by this job

Competitive wages up to $20-$23/hr.

Health benefits after 30 days of full‑

Group 401K with company matching

Growth opportunities

Generous paid time off

Tuition reimbursement

Positive and safe work environments

Job summary

Clean Harbors (Emergency Response and Training Solutions) in Norwell, MA is seeking an ERTS Call Intake Specialist (Duty Operator) for a night in-office role handling emergency and non-emergency calls. You will document incident details in the ALERTS system and route information to the appropriate teams to ensure timely responses.

The position requires strong communication, teamwork, and the ability to remain calm under pressure.

Qualifications

• High School Diploma or GED required.
• Strong computer skills with proficiency in 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 route 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.

Skills

Excellent communication

Customer service

Teamwork

Decision making

Independence

Crisis management

Time management

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Job Overview

Clean Harbors (Emergency Response and Training Solutions) is seeking an ERTS Call Intake Specialist (Duty Operator) to join our safety conscious team in Norwell, MA. This role is responsible for answering and triaging incoming calls related to environmental emergencies and incidents. As the first point of contact in the response process, the specialist must demonstrate accuracy, urgency, and professionalism in collecting critical information, initiating documentation, and communicating with internal teams.

Shift & Location

Night shift in‑office, Monday through Friday from Midnight to 8:00 a.m. Location: Norwell, MA.

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 escape 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.

Qualifications

• High School Diploma or GED (Required).
• Strong computer skills with a solid proficiency in Microsoft based application.
• 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.

Benefits

• Competitive wages up to $20-$23/hr.
• Comprehensive health benefits coverage after 30 days of full‑time employment.
• Group 401K with company matching component.
• Opportunities for growth and development for all career stages.
• Generous paid time off, company paid training and tuition reimbursement.
• Positive and safe work environments.

Equal Employment Opportunity

Clean Harbors is an equal opportunity employer. Clean Harbors is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact [e-mail] or 1‑844‑922‑5547.

Clean Harbors is a Military & Veteran friendly company. Clean Harbors is committed to complying with applicable pay transparency laws and ensuring fair and equitable compensation.

The posted salary range reflects the minimum and maximum target for this role. Final compensation may vary based on factors such as location, experience, skills, and business needs. In addition to the base salary, some roles may be eligible for bonus or incentive compensation and a comprehensive benefits package.

Please be advised that Artificial Intelligence (AI) tools may be used to support certain stages of the recruitment process but are not used as a replacement for human decision making.