Lead Customer Support Specialist - Haz Waste

Republic Services; Greensboro (NC); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Paid Time Off

Employee Stock Purchase Plan

Job summary

Republic Services in Greensboro, NC is seeking a Lead Customer Support Specialist to deliver exceptional service and waste support to clients, handling inquiries, orders, and billing with accuracy and professionalism.

You will act as advanced escalation contact, mentor junior staff, coordinate with Sales, Operations, and Customer Support Management, and optimize processes to improve customer satisfaction while ensuring compliance with RCRA and DOT regulations.

Qualifications

• 7–10 years in a customer-facing role, preferably in waste disposal or related field.
• Experience with Hazardous/Environmental Waste Management and broker accounts.
• Hybrid role: 4 days in office and 1 remote; Greensboro, NC or Atlanta, GA indicated.

Responsibilities

• Provide outstanding customer service via phone, email, or in person.
• Escalate and mentor junior staff; collaborate with Sales, Operations and Support.
• Process orders, billing inquiries, and prepare shipping documents.
• Manage data entry, records, and reports; ensure regulatory compliance.

Skills

RCRA Laws

DOT Regulations

Data Analysis

Microsoft Office

DocuSign

Customer Service

Tools

Microsoft Office Suite

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 ser