Lead Customer Support Specialist - Remote Eligible

Lead Customer Support Specialist

The Lead Customer Support Specialist will be responsible for providing exceptional customer service and waste support to clients, ensuring their satisfaction with our waste treatment and disposal services. As the advanced escalation contact for customers, this position will respond to inquiries, process orders, prepare correspondence, troubleshoot issues, and fulfill customer needs in a timely and professional manner.

Principal Responsibilities

• Delivers outstanding service to both internal and external clients via phone, email, or in person, ensuring timely and precise assistance.
• In-directly supervises junior staff members and provides advanced support to resolve complex issues and enhance customer satisfaction.
• Establishes effective communication pathways to handle customer inquiries.
• Collaborates with appropriate teams to ensure swift resolution of customer concerns.
• Manages office services, such as data entry, clerical work, records control, form creation, and report preparation.
• Assesses new waste profiles for completeness, inputs data into the company system, and manages supporting documentation.
• Prepares shipping documents, including manifests, using correct DOT hazardous material descriptions for shipments.
• Serve as the subject matter expert for Sales, Operations, and Customer Support Management activities.
• Investigate and resolve billing discrepancies, process adjustments, and manage invoicing and collections.
• Provides quotes and schedules and organizes trucking for efficient waste transportation logistics.
• Evaluate treat groups assigned to approved profiles and select pricing sheets based on TSDF location, customer type, and regional market to accurately price waste for disposal.

Knowledge Skills and Abilities

• Extensive knowledge and the ability to mentor Sr Customer Support Specialists with Resource Conservation and Recovery Act (RCRA) Laws and Regulations as they relate to waste characterization principles and practices, including analysis and evaluation, waste processing protocols, and transportation (DOT) regulations.
• Knowledge of advanced 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.

Qualifications

• Commitment to customer service and possess the ability to actively listen to customers to understand requests and resolve issues or make recommendations.

Minimum Qualifications

• 7-10 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field.

This is a remote position, however you must reside in the state of Pennsylvania to be considered.

Rewarding compensation and benefits include:

• Comprehensive medical benefits coverage, dental plans 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)

EEO STATEMENT: Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.