Senior Customer Support Specialist- Hazardous Waste

Republic Services; Livonia (MI); Híbrido; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

Republic Services, Inc. seeks a Sr. Customer Support Specialist to deliver exceptional service to clients, handling inquiries, orders, and correspondence related to waste treatment and disposal.

The role serves as escalation contact, mentors staff, and collaborates with Sales and Operations to resolve issues and maintain client satisfaction. Hybrid work from Livonia, MI is required.

Qualificações

• 4-7 years of progressively responsible experience in a customer-facing role addressing customer needs.
• Experience with Haz Waste, DOT & RCRA preferred.
• Strong ability to read, analyze, and interpret complex documentation and regulations.
• Ability to work in a hybrid office environment and collaborate with multiple teams.

Responsabilidades

• Provide exceptional customer service via phone, email, or in person.
• Escalate issues and mentor junior team members.
• Coordinate with Sales, Operations, and Management as the point of contact.
• Process orders, prepare shipping documents and manifests.
• Investigate billing discrepancies and manage invoicing and collections.
• Provide quotes, scheduling, and organize trucking for waste transportation.

Conhecimentos

RCRA & DOT knowledge

Data analysis

Team collaboration

Microsoft Office

DocuSign

PDF writer

Ferramentas

Microsoft Office

DocuSign

PDF writer

Descrição da oferta de emprego

POSITION SUMMARY:

The Sr. 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 escalation point of contact for customers, this position will respond to inquiries, process orders, prepare correspondence, troubleshoot issues, and fulfill customer needs promptly and professionally.

PRINCIPAL RESPONSIBILITIES:

• Delivers outstanding service to both internal and external clients via phone, email, or in person, ensuring timely and precise assistance.
• Mentors junior staff on the team and provides escalated 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.
• Coordinate office services, such as data entry, clerical work, records control, creating forms, and preparing reports.
• 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 point of contact for Sales, Operations, and Customer Support Management.
• Investigate billing discrepancies, process adjustments, and manage invoicing and collections.
• Provides quotes, and schedules, and organizes trucking for efficient waste transportation logistics.
• Evaluate groups assigned to approved profiles and select pricing sheets based on location, customer type, and regional market to accurately price waste for disposal.

KNOWLEDGE SKILLS AND ABILITIES:

• Advanced knowledge and the ability to assist Customer Support Specialists with Resource Conservation and Recovery Act (RCRA) Laws and Regulations related to waste characterization principles and practices including analysis and evaluation, waste processing protocols, and transportation (DOT) regulations.
• Knowledge of 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:

• 4-7 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 out of the Livonia, MI office (4 days per week in office), Mon-Fri 8am-5pm. Candidates need experience with Haz Waste, DOT & RCRA.