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Client Services Specialist II

3 months ago

Milwaukee, United States Covanta Full time

About the role The Client Services Specialist II (CSS) is an integral part of the Customer Care department. The primary focus is to fulfill several essential tasks related to delivering a product or service to a client. Serve as the direct link between the Company and the client, manage day to day affairs, and ensure customer satisfaction. Interact with customers to provide all necessary information and process information in response to inquiries and concerns. CSS will be assigned with one or more Solutions Sales Manager (SSM) and Client Retention Specialist (CRS) to provide support and collaborate with. Responsibilities: Build positive working relationships among stakeholders to ensure client satisfaction. Construct profiles in CRM/NetSuite Golden Gate. Assist clients with Material Characterization Form (MCF) completion. Record waste profile documents and track progress. Issue and review approval package with client to ensure they fully understand shipping requirements, terms & conditions (T&Cs), etc. Collaborate across departments to resolve issues and/or exchange client information. Ensure data in CRM, NSGG, DMS, People Soft (PS) are entered correctly. Establish complete understanding of Energy to Waste and Material Processing Facilities capabilities, services, and processes to effectively communicate with clients and offer solutions within Covanta portfolio. Resolve issues escalated from Client Retention Specialist (CRS) & SSM promptly. Maintain communication, both verbally and electronically, efficiently and professionally. Act as liaison between client, SSM, and CRS. Collaborate internally & provide resolutions to clients effectively. Provide reports and analyses to customers. Analyze needs, recognize potential issues, research alternatives, and provide solutions. Respond to client feedback and address service complaints promptly. Assist with aged receivable collection as required. Requirements: High School Diploma / GED preferred. Minimum 1-2 years of administrative and/or inside sales experience; or degree in related field. Experience in waste or recycling industry preferred. Desire to have direct customer contact & provide high level of customer service. Strong organizational skills. Ability to use sound judgment and problem solve in a fast-paced environment. Ability to collaborate and build effective relationships at all levels of the organization. Ability to handle multiple projects, prioritize, meet deadlines and work independently. Ability to follow detailed oral and written instructions. Ability to effectively communicate at all levels both orally and in written form. Proficient in Microsoft Office, specifically Word, Excel, PowerPoint, and Outlook.

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