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EOC Duty Operator I

2 months ago

Jacksonville, Florida, United States Clean Harbors Full time
Job Summary

We are seeking a highly skilled and detail-oriented EOC Duty Operator I to join our team at Clean Harbors. As an EOC Duty Operator, you will be responsible for providing exceptional customer service and ensuring timely and effective response to emergency and non-emergency calls from clients.

Key Responsibilities
  • Answer multi-line telephone system calls and screen and transfer calls in a high-volume phone environment.
  • Handle all intake inquiries for incidentals and incidentals with reporting, and complete phone screenings and assist clients in obtaining needed paperwork.
  • Manage and work directly with clients to ensure timely and successful spill cleanup, regulatory compliance, and client satisfaction with cost effectiveness in mind.
  • Accurately log information from client interactions into the ALERT system, including use of correct grammar and spelling, accurate selection of all appropriate categories, and addition of any notes or comments pertinent to the contact and/or contact record.
  • Obtain authorization from Operations Manager, Project Manager, Environmental specialist, or Program Manager to verify if a spill can be cleaned by terminal once SDS is obtained.
  • Provide and maintain excellent customer service and satisfaction, and follow all written protocols and procedures of the organization.
  • Ensure that all SOP's and client special instructions are performed and are compliant, and efficiently identify and escalate any emergency spill and/or communications to appropriate project manager.
  • Conduct telephonic regulatory reporting in states/provinces across US/Canada to ensure regulatory compliance on behalf of client, and submit written, telephonic, and online reports to regulatory agencies (initial and interim reports).
  • Communicate effectively to contractors, client, regulatory officials, etc., through both written and verbal communication, and return all internal and external calls, emails, and facsimiles in a timely manner to ensure that customers' concerns are understood, addressed and resolved in an efficient and complete manner as quickly as possible.
  • Perform other job-related duties as required.
Requirements
  • 2 to 3 years of experience in customer service, call center, dispatch, or similar role.
  • Data entry, excellent written and verbal communication skills, and high school diploma or GED.
  • Strong time management skills, attention to detail, organizational skills, and ability to manage multiple projects.
  • Must be eligible to work in the US, and experience with RCRA, OSHA, and DOT Regulations highly desired.
  • Must be a team player and work to accomplish common goals in the department.
Skills/Knowledge
  • Must be computer literate, well-versed in standard Office Word and spreadsheet programs, as well as software used by ERTS.
  • Strong time management skills, attention to detail, organizational skills, and ability to manage multiple projects.
Physical Requirements

The physical demands following are representative of those that must be met by the employee to perform the essential functions of the job.

  • Body Positions: Sitting, standing, walking about, and while talking and listening.
  • Body Movements: The position requires arm and hand dexterity; must be able to move one's head, neck, and back.
  • Body Senses: Must have adequate vision, color perception, and hearing, with or without correction.
  • Strength: Must be able to lift and move equipment and materials that may weigh up to 20 pounds by oneself.
Mental, Job-Related Position Requirements
  • Must be able to read, write, and communicate effectively.
  • Must possess good interpersonal skills.
Job Related Working Conditions
  • The position is based in a climate-controlled office.
  • Noise level is quiet to moderate, typical of standard office environments.
Work Hours
  • This position is expected, at a minimum, a 40-hour work week. Additional hours will be required from time to time, depending on the status of the business.
  • As an Intake Specialist, the expectation is that an emphasis be placed on productive use of time. This means minimizing time away from the workstation for smoking breaks, visiting with co-workers on a personal basis, and/or personal use of the telephones and internet.
Job Related Working Requirements
  • Must have a reliable method of transportation to and from work.
  • Must have a valid driving license.