Sr Customer Support Specialist- Haz Waste (Livonia, MI)

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 role ensures customer satisfaction with waste treatment and disposal services by responding to inquiries, processing orders, preparing correspondence, troubleshooting issues, and fulfilling customer needs promptly and professionally.

This hybrid position is based in Livermore, MI, with an onsite schedule of four days per week. Standard working hours are either 7:00 AM to 4:00 PM or 8:00 AM to 5:00 PM. The ideal candidate will work closely with the Sales team and customers to initiate, update, and finalize customer profiles, primarily supporting small drop-off and pickup service requests. This role also provides administrative and operational support as needed across the team.

Responsibilities

• Deliver outstanding service to 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, enhancing customer satisfaction.
• Establish effective communication pathways to handle customer inquiries.
• Collaborate with appropriate teams to ensure swift resolution of customer concerns.
• Coordinate office services, including 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.

Requirements

• 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 respond effectively to sensitive inquiries.
• Commitment to customer service and ability to actively listen to customers to understand requests and resolve issues or make recommendations.

Qualifications

• 4-7 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field.
• Previous customer service experience is preferred, along with a working knowledge of RCRA and DOT regulations.
• Strong communication, organizational, and problem-solving skills.

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.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).