Customer Service Representative

3 weeks ago

Rutland, Vermont, United States Casella Waste Systems Full time

Job Summary

The Client Services Representative is responsible for building relationships with commercial and large industrial companies across the United States and Canada, managing facilities waste and byproducts into various outlets.

This role requires a strong understanding of the dedicated accounts business and the ability to determine the most efficient and cost-effective solution for our waste and recycling services.

Key Responsibilities

  • Receives service requests via phone or email and obtains necessary information to execute a defined service and create work orders.
  • Executes work orders in a timely fashion and ensures each work order contains complete and accurate information to execute and bill for the service.
  • Schedules service requests with necessary vendors and confirms that service has been completed.
  • Coordinates with the Sourcing Group to get pricing from haulers and end sites to compare pricing with other vendors.
  • Communicates with customers to troubleshoot issues such as equipment repairs, material quality standards, additional service fees, etc.
  • Coordinates with and supports accounts payable and receivable departments to ensure all services are billed.
  • Preschedules weekly service when possible and proactively contacts service locations when they are due for service and prior to holidays.
  • Communicates regularly with account managers about service for assigned customers, including reviewing equipment repairs and repair changes, and notifies customer/account manager of any reoccurring issues.
  • Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services.

Career Path Definitions and Distinctions

Level 1: Has 0-2 years of progressively complex experience in the customer service field, demonstrating knowledge in Casella's business products and services, customer service, and client relationship management.

Level 2: Has 2-3 years of progressively complex experience in the customer service and client relationship management field, demonstrating knowledge and competence in several technical areas and building strong relationships with home office and divisional employees.

Senior: 4+ years of progressively complex experience in the customer service and client relationship management field, demonstrating highly integrated knowledge and competence in several technical areas and building strong relationships with home office and divisional employees.

Requirements

  • A high school education and a demonstrated ability to work as part of a team in a collaborative environment.
  • Legally eligible to work in the US.
  • A bachelor's degree, relevant sales certifications, 1-2 years of sales experience, and background knowledge or interest in an environmental and/or sustainability field are preferred.
  • Outstanding relationship management skills, excellent listening, communication, and problem-solving skills, and an ability to identify and develop sales opportunities are required.
  • Demonstrated proficiency with Microsoft Office and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected.

Attributes

A positive, team-oriented individual who is proactive, efficient, attentive, has strong problem-solving skills, and is results-oriented with the ability to see the larger picture while focusing on detailed information.

Benefits

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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