Client Support Specialist

2 weeks ago


Townsend, Delaware, United States Casella Waste Systems Full time

Position Overview:

The Customer Service Associate is dedicated to delivering exceptional support to our clientele by managing a significant volume of incoming calls, inquiries, and requests that may necessitate thorough investigation to achieve resolution. The individual actively interacts with customers to ensure a comprehensive understanding of their concerns and provides precise and efficient responses in a timely, respectful, and courteous manner.

This role is based in our office and requires full-time presence at one of our designated locations.

Key Responsibilities:
  • Handles incoming and outgoing calls to customers to identify and address their needs, concerns, or issues related to products or services.
  • Responds promptly and accurately to customer inquiries, outlining potential solutions, and ensuring that customers feel valued and supported.
  • Practices active listening with customers, confirming or clarifying details and de-escalating situations when necessary.
  • Establishes immediate rapport with customers and fosters enduring relationships with fellow team members based on trust and dependability.
  • Utilizes specialized software, databases, scripts, and tools effectively while addressing a variety of customer inquiries.
  • Aims to meet or exceed performance metrics while consistently delivering outstanding customer service.
  • Engages with customers to assess their needs and recommends products or services that may better fulfill those needs.
  • Participates in training and development opportunities to enhance knowledge of the company, its offerings, and best practices in customer service.

Career Level Definitions:

Entry Level: 0-2 years of relevant experience in customer service. Demonstrates foundational knowledge of company products and services and possesses the ability to manage call volume effectively.

Intermediate Level: 1-3 years of experience in customer service, with the ability to build strong relationships within the organization. Capable of resolving most escalations and managing a high volume of calls.

Advanced Level: 2-4+ years of experience in customer service, demonstrating comprehensive knowledge and the ability to independently resolve escalations while managing significant call volumes.

Qualifications:

The ideal candidate will possess a high school diploma or GED, with 2-4 years of experience in customer service or inside sales. A collaborative mindset and eligibility to work in the US are essential. Preferred qualifications include an advanced degree, relevant sales certifications, and experience in environmental or sustainability sectors.

Strong relationship management, excellent communication, and problem-solving skills are crucial. Proficiency in Microsoft Office, typing skills, and familiarity with CRM software are expected.

Attributes:

A positive, team-oriented individual who is curious, attentive, and results-driven, with the ability to focus on both the broader picture and detailed information.

Benefits:

Comprehensive benefits package including Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and more.



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