ERTS Call Center Specialist- Day Shift

Clean Harbors (Emergency Response and Training Solutions) is seeking an ERTS Call Intake Specialist (Duty Operator) to join our safety-conscious team in Norwell, MA. This role is the first point of contact in the response process for environmental emergencies and incidents, requiring accuracy, urgency, and professionalism.

About the role

As the first point of contact for incoming calls related to environmental emergencies and incidents, you will triage and document critical information, initiate response protocols, and communicate with internal teams. Clean Harbors is the leading provider of environmental, energy, and industrial services across the United States, Canada, Mexico, and Puerto Rico.

Responsibilities

• Answer high-volume emergency and non-emergency calls in a timely, professional, and courteous manner.
• Accurately document incident details into the ALERTS system, ensuring all required fields are completed.
• Promptly escalate calls to the appropriate Operations Manager or internal team based on event type and urgency.
• Maintain real-time updates and communications on active calls until transitioned to a dispatch or project team.
• Ensure clarity and accuracy in relaying information from callers, including location, incident description, materials involved, and any immediate threats or injuries.
• Maintain communication logs and support documentation in compliance with internal protocols and regulatory requirements.
• Communicate clearly and effectively with clients, team members, and regulatory agencies as directed.
• Return missed calls, voicemails, and emails promptly to ensure no delay in service or reporting.
• Monitor ongoing situations to update teams or clients as needed based on available information.
• Uphold confidentiality, accuracy, and professionalism at all times.

Requirements

• High School Diploma or GED required.
• Strong computer skills with proficiency in Microsoft-based applications.
• Excellent written and verbal communication skills.
• Excellent interpersonal, organizational, and customer service skills.
• Ability to work in a team environment as well as independently.
• Ability to prioritize responsibilities and meet deadlines.
• Ability to work with little or no supervision.
• Ability to remain calm while handling potential crises.
• Ability to work overtime as requested by management.
• Successfully complete a background check and drug test.

Schedule

This position is in-office in Norwell, MA, Monday–Friday, 8:00 a.m.–4:00 p.m.

Pay

Competitive wages up to $20–$23/hr.

Benefits

• Comprehensive health benefits coverage after 30 days of full-time employment.
• Group 401K with company matching component.
• Generous paid time off, company-paid training, and tuition reimbursement.
• Opportunities for growth and development at all career stages.
• Positive and safe work environments.