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EOC Duty Operator I

4 months ago

Jacksonville, United States Clean Harbors Full time

Job Overview

If you are interested in building a career in the environmental field where your role plays a direct impact with helping our clients respond to emergency situations, such as spills of hazardous materials, this may be the ideal opportunity to learn the industry from the ground up. As a Call Intake Specialist, you’ll play a critical role in providing a complete intake assessment from incoming calls, initial reporting and escalation of emergency spills.

Curious about career progression? Our Director of Call Center Operations started as an intern in our call center, became a Project Manager and came back to lead our team of 20 Call Intake Specialists In fact, many of our current Project Admins, Project Specialists, Project Managers, Program Managers, and Waste Specialists started in our call center.

This is onsite opportunity in our HEPACO/ERTS office located at 11231 Philips Industrial Blvd Ste 300, Jacksonville, FL 32256

Schedule and Pay

· Currently hiring for the day-shift schedule to start no later than 6:00am and end no later than 6:00pm. The hours of these shifts may vary each day (four-10s; two-12s and two-8s; three-12s and one-4).

· Overtime is not required, although it is, at times, available.

· Rate of Pay: $18.00 - $21.00 per hour depending on experience.


Provide an initial timely customer response to incoming calls related to environmental events and emergencies.

· Complete intake assessments, initial reporting and escalation of emergency spills.

· Timely answer a multi-line telephone system for emergency and non-emergency calls from clients.

· Screen and transfer calls in a high-volume phone environment and assist clients in obtaining the necessary paperwork.

· Assist 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 computer system, to include the 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 maint excellent customer service and satisfaction.

· Efficiently identify and escalate any emergency spill and/or communications to appropriate project manager.

· Submit written, telephonic, and online reports to regulatory agencies (initial and interim reports).

· 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.

· Provide effective verbal and written communications to contractors, clients, regulatory officials and internal employees.

· Ensure that all SOP’s and client special instruction are performed and are compliant.

Required Skills and Experience

· 


2 to 3+ years in the following: customer service, call center, dispatch, administrative, operations support or similar role.

· High School diploma or GED.

· Able to orchestrate large volumes of data while meeting critical deadlines.

· Excellent written and verbal communication and the ability to type 35-40+ WPM.

· Ability to remain calm and confident during stressful situations and adapt to a changing environment.

· Professional demeanor when interacting with clients, employees, and outside professionals.

· Strong time management skills, attention to detail, organizational skills, & the ability to manage multiple projects.

· Strong computer skills for using MS Word, Excel, as well as software used by ERTS.

· Team player mindset to accomplish common goals in the department.

Desired Skills and Experience

· Any knowledge of RCRA, OSHA and DOT regulations.

· A degree or college coursework in a related field.

Additional Requirements

· The ability to pass a drug/alcohol test and background check.

· Must have a reliable method of transportation to and from work.

Working Conditions

· The Call Intake Specialist will work in a typical office environment sitting at a computer for an extended period of time.

· Reasonable accommodation may be made to enable individuals with disabilities to perform the Call Intake Specialist function.

Be a part of the HEPACO Difference

· Weekly pay, competitive PTO program and company-paid holidays

· Medical, Dental, Vision, Life & Disability insurance options

· 401k plan with company matching contributions

· Professional Training & Education Assistance Program

· Wellness benefits and LifeMart employee discount program

More about HEPACO and ERTS

HEPACO is an equal opportunity employer. We do not discriminate against applicants due to race, ancestry, color, sexual orientation, gender identity, national origin, religion, age, physical or mental disability, veteran status, or on the basis of any other federal, state/provincial or local protected class.

HEPACO participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. / HEPACO participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.