Sr Customer Support Specialist- Haz Waste

About the role

The Sr. Customer Support Specialist serves as the escalation point of contact for clients, providing exceptional customer service and waste support. This hybrid position, based in Elizabeth, NJ, requires candidates to be within commuting distance of the office. The role focuses on delivering outstanding service while partnering closely with Account Executives to support client accounts.

Responsibilities

• Deliver outstanding service to both internal and external clients via phone, email, or in person, ensuring timely and precise assistance.
• Mentor junior staff and provide escalated support to resolve complex issues and enhance customer satisfaction.
• Establish effective communication pathways to handle customer inquiries.
• Collaborate with appropriate teams to ensure swift resolution of customer concerns.
• Coordinate office services, such as data entry, clerical work, records control, creating forms, and preparing reports.
• Assess new waste profiles for completeness, input data into the company system, and manage supporting documentation.
• Prepare shipping documents, including manifests, using correct DOT hazardous material descriptions for shipments.
• Serve as the point of contact for Sales, Operations, and Customer Support Management.
• Investigate billing discrepancies, process adjustments, and manage invoicing and collections.
• Provide quotes, schedule, and organize trucking for efficient waste transportation logistics.
• Evaluate groups assigned to approved profiles and select pricing sheets based on location, customer type, and regional market to accurately price waste for disposal.
• Develop customer profiles, generate and analyze reports, resolve customer issues, schedule work orders, and provide general administrative and operational support.

Requirements

• 4-7 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field.
• Commitment to customer service and ability to actively listen to customers to understand requests and resolve issues or make recommendations.
• Advanced knowledge of Resource Conservation and Recovery Act (RCRA) Laws and Regulations related to waste characterization principles and practices, including analysis and evaluation, waste processing protocols, and transportation (DOT) regulations.
• Knowledge of accounting processes.
• Ability to identify trends and data patterns.
• Ability to work within a team environment and handle multiple assignments simultaneously.
• Proficient with Microsoft Office, DocuSign, and PDF writer.
• Ability to read, analyze, and interpret complex documentation, technical procedures, and governmental regulations, and to respond effectively to sensitive inquiries.
• Experience with DOT regulations is preferred; knowledge of RCRA is a plus but not required.

Pay

The pay range for this position is $23.40 to $32.17 per hour, based on hazardous waste experience and locality.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).