Lead Customer Support Specialist- Hazardous Waste

Republic Services; Livonia (MI); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Republic Services in Livonia, MI seeks a Lead Customer Support Specialist to deliver exceptional service and waste support, acting as the advanced escalation contact for inquiries, orders, troubleshooting, and billing issues.

This hybrid role (4 days per week) requires RCRA, HazWaste, and DOT knowledge, strong data entry, and coordination with Sales, Operations, and CS teams to ensure accurate, timely solutions.

Qualifications

• 7–10 years of customer-facing experience in waste disposal or related field.
• Experience with HazWaste, DOT and RCRA regulations and practices.
• Strong communication, problem-solving, and multitasking abilities.

Responsibilities

• Delivers outstanding service via phone, email, or in person with timely, precise assistance.
• Mentors Sr Customer Support Specialists and supports teams to resolve complex issues.
• Responds to inquiries, processes orders, handles billing issues, and coordinates shipments.
• Prepares shipping documents and manifests using DOT hazardous material descriptions.
• Collaborates with Sales, Operations, and Customer Support Management for issue resolution.
• Evaluates pricing for waste disposal and organizes trucking logistics.

Skills

Customer service leadership

RCRA knowledge

Data interpretation

Team collaboration

Billing support

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 fulfil 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.

This position will be HYBRID (4 days per week) out of our Livonia, MI office. The shift is Mon-Fri 8am-5pm local time. The team is looking for someone with Haz Waste, DOT & RCRA experience.