EOC Duty Operator I

3 months ago

Jacksonville, United States Clean Harbors Full time
Timely answers a multi-line telephone system for emergency and non-emergency calls from clients. Screen and transfer calls in a high-volume phone environment. Answer phones and handles all intake inquiries for incidentals and incidentals with reporting. Complete phone screenings and assists clients in obtaining needed paperwork. Manage, and work directly with clients to ensure a timely successful spill cleanup, regulatory compliance, and client satisfaction with cost effectiveness in mind. Accurately log information from client interactions into 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. Obtains 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. Providing and maintaining excellent customer service and satisfaction. Follow all written protocols and procedures of the organization. Ensure that all SOP’s and client special instruction are performed and are compliant. 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. 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. 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.
The ability to pass a background check is required. ERTS- Intake Specialist must be available to work 12-hour shifts which includes nights, weekends, and holidays. Experience in a clerical, administrative, operations support role, or call center is required.  Capable of remaining calm and confident during stressful situations. Ability to adapt to a changing environment. They must be able to effectively communicate with others including clients, employees, and outside professionals. Able to orchestrate large volumes of data while meeting critical deadlines. The individual must be mature and self-motivated. They must exemplify professionalism in personal appearance and demeanor.

POSITION REQUIREMENTS:

To perform this job successfully, an individual must be able to accomplish (at a minimum) the position's skill areas. Listed below are the representative areas of knowledge, experience, and abilities necessary to meet the position's essential requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the Intake Specialist function.

Experience: 2 to 3 years in the following: customer service, call center, dispatch, or similar role.  Data entry, excellent written and verbal communication. 35-40+ WPM High School diploma or GED. The candidate MUST possess strong time management skills, attention to detail, organizational skills, & ability to manage multiple projects. Must be eligible to work in the US. 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. The candidate MUST possess strong time management skills, attention to detail, organizational skills, & 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 valid driving license. 

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