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Lead Customer Support Specialist – Haz Waste
Republic Services. Provide exceptional customer service and waste support to clients .
About the role
Key responsibilities & impact- Provide exceptional customer service and waste support to clients
- Serve as the advanced escalation contact for customers
- Respond to inquiries, process orders, prepare correspondence, troubleshoot issues, and fulfill customer needs
- Deliver service to internal and external clients via phone, email, or in person
- Indirectly supervise junior staff and provide advanced support for complex issues
- Establish communication pathways for customer inquiries
- Collaborate with appropriate teams to resolve customer concerns
- Manage office services, including data entry, clerical work, records control, form creation, and report preparation
- Assess new waste profiles for completeness and enter data into the company system
- Manage supporting documentation
- Prepare shipping documents, including manifests, using correct DOT hazardous material descriptions
- Serve as subject matter expert for Sales, Operations, and Customer Support Management activities
- Investigate and resolve billing discrepancies
- Process adjustments and manage invoicing and collections
- Provide quotes and schedules and organize trucking for waste transportation logistics
- Evaluate treat groups assigned to approved profiles
- Select pricing sheets based on TSDF location, customer type, and regional market to price waste for disposal
Requirements
What you’ll need- 7-10 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field
- Customer service background in Hazardous/Environmental Waste Management
- Experience working with broker accounts, maintaining customer accounts, processing orders, profiling waste, and assisting with billing
- RCRA knowledge
- DOT regulations knowledge
- Extensive knowledge of RCRA laws and regulations as they relate to waste characterization principles and practices, including analysis and evaluation, waste processing protocols, and transportation 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
- Commitment to customer service and ability to actively listen to customers to understand requests and resolve issues or make recommendations
- Typical schedule availability from 8am-5pm Eastern Time
Benefits
Comp & perks- Comprehensive medical benefits coverage
- Dental plans
- Vision coverage
- Health care and dependent care spending accounts
- Short- and long-term disability
- Life insurance
- 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)
- Hybrid schedule with 4 days in the office and one remote day