Lead Customer Support Specialist - Environmental Solutions

Republic Services; North Carolina; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Comprehensive medical benefits

Health care spending accounts

Short- and long-term disability

Life insurance

EAP

Employee discounts

Retirement plan with company match

ESPP

Paid Time Off

Benefits information available on site

Job summary

Republic Services is seeking a Lead Customer Support Specialist to deliver exceptional service to clients and manage waste-related inquiries, orders, and billing. The role functions as the advanced escalation contact and collaborates across Sales, Operations, and Support teams.

The position is hybrid (4 days in office, 1 remote) with offices in Greensboro, NC or Atlanta, GA, offering growth in a regulated waste management environment.

Qualifications

• 7-10 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field.
• Hazardous/Environmental Waste Management experience preferred.
• Hybrid role with 4 days in the office and one remote; Greensboro, NC or Atlanta, GA.

Responsibilities

• Deliver outstanding service to internal and external clients via phone, email, or in person.
• Mentor Sr Customer Support Specialists and provide advanced support.
• Coordinate data entry, clerical work, records control, form creation, and report preparation.
• Prepare shipping documents, including manifests, using DOT descriptions.
• Investigate and resolve billing discrepancies and manage invoicing/collections.
• Provide quotes and schedule trucking for waste transportation logistics.
• Evaluate treat groups and price waste based on TSDF location and customer type.

Skills

RCRA/DOT knowledge

Customer service

Data analysis

Mentoring

Microsoft Office

DocuSign

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

DocuSign

PDF writer

Job description

POSITION SUMMARY

The Lead Customer Support Specialist will be responsible for providing exceptional customer service and waste support to clients, ensuring their satisfaction with our waste treatment and disposal services. As the advanced escalation contact for customers, this position will respond to inquiries, process orders, prepare correspondence, troubleshoot issues, and fulfill customer needs in a timely and professional manner.

PRINCIPAL RESPONSIBILITIES

Delivers outstanding service to both internal and external clients via phone, email, or in person, ensuring timely and precise assistance. In-directly supervises junior staff members and provides advanced support to resolve complex issues and enhance customer satisfaction. Establishes effective communication pathways to handle customer inquiries. Collaborates with appropriate teams to ensure swift resolution of customer concerns. Manages office services, such as data entry, clerical work, records control, form creation, and report preparation. Assesses new waste profiles for completeness, inputs data into the company system, and manages supporting documentation. Prepares shipping documents, including manifests, using correct DOT hazardous material descriptions for shipments. Serve as the subject matter expert for Sales, Operations, and Customer Support Management activities. Investigate and resolve billing discrepancies, process adjustments, and manage invoicing and collections. Provides quotes and schedules and organizes trucking for efficient waste transportation logistics. Evaluate treat groups assigned to approved profiles and select pricing sheets based on TSDF location, customer type, and regional market to accurately price waste for disposal.

KNOWLEDGE SKILLS AND ABILITIES

Extensive knowledge and the ability to mentor Sr Customer Support Specialists with Resource Conservation and Recovery Act (RCRA) Laws and Regulations as they relate to waste characterization principles and practices, including analysis and evaluation, waste processing protocols, and transportation (DOT) regulations. Knowledge of advanced accounting processes. Ability to identify trends and data patterns. Ability to work within a team environment and handle multiple assignments simultaneously. Proficient with Microsoft Office, DocuSign, and PDF writer. Ability to read, analyze, and interpret complex documentation, technical procedures, and governmental regulations, and to respond effectively to sensitive inquiries.

QUALIFICATIONS

Commitment to customer service and possess the ability to actively listen to customers to understand requests and resolve issues or make recommendations.

MINIMUM QUALIFICATIONS

7-10 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field. Seeking candidates with customer service background in Hazardous/Environmental Waste Management. This hire will be working with broker accounts to maintain customer accounts, help process orders, profiling waste, assisting with billing, etc. The ideal candidate will have RCRA and DOT knowledge. This is a hybrid role with 4 days in the office and one remote. Office locations include Greensboro, NC or Atlanta, GA. Typical schedule is 8am-5pm Eastern Time.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & 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).
• Benefits: https://jobs.republicservices.com/us/en/about-us/benefits

EEO STATEMENT

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.

ABOUT THE COMPANY

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world. In 2025, Republic’s total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills. Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer. Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 42,000 team members understand that it's not just what we do that matters, but how we do it. Our company values guide our daily actions: Safe: We protect the livelihoods of our colleagues and communities. Committed to Serve: We go above and beyond to exceed our customers’ expectations. Environmentally Responsible: We take action to improve our environment. Driven: We deliver results in the right way. Human-Centered: We respect the dignity and unique potential of every person. We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 5.1 million people in 2024 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.

STRATEGY

Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets. We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation. With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers. Recycling and Waste We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs. Environmental Solutions Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need. Sustainability Innovation Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth. The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. These innovative sites process rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America. Our customers are increasingly looking for decarbonization solutions, and we are leveraging our network of landfills to meet that need. Republic is committed to harnessing landfill gas, a natural byproduct of decomposing waste, and converting it to energy. Republic has partnered with renewable gas developers to construct Renewable Natural Gas (RNG) plants at our landfills, expanding beyond the 77 projects we currently have to make progress towards our goal to beneficially reuse 50% more biogas by 2030 (2017 baseline year).

RECENT RECOGNITION

Barron’s 100 Most Sustainable Companies CDP Discloser Dow Jones Best-In-Class Indices Ethisphere’s World’s Most Ethical Companies Fortune World’s Most Admired Companies Great Place to Work Sustainability Yearbook S&P Global

Why Work With Us

Republic Services is a place where your effort is always appreciated and your teammates always have your back. When you give us your best, we give you ours. We’re constantly investing in new tools and technology that allow you to do your job safely and effectively. We offer plenty of opportunities to learn and grow within your role. And when we say “Sustainability in Action,” we mean it. Together, we’re leaving the world better than we found it through the work we do every day. Are you in? Keep reading to learn more about the position we’re hiring for.