Client Services Representative

Position Summary
The Client Services Representative communicates with commercial and large industrial companies across the United States and Canada, building relationships, while managing the facilities' waste and byproducts into various outlets. The individual understands their dedicated accounts business and assists in determining which of our waste and recycling services will create the most efficient and cost-effective solution.

We are currently considering candidates for all levels of this career path!

Hiring Range:
From $20.00-$22.00 per hour

• Receives service requests via phone or email and obtains necessary information in order to execute a defined service and create work orders for the services.
• Executes work orders in a timely fashion and ensures each work order contains complete and accurate information to execute and bill for the service.
• Schedules service requests with necessary vendors and confirms that service has been completed.
• Coordinates with the Sourcing Group to obtain pricing from haulers and end sites to compare pricing with other vendors as needed.
• Communicates with customers to troubleshoot issues such as the need for equipment repairs, material that does not meet quality standards, additional service fees, etc.
• Coordinates with and supports accounts payable and receivable departments to ensure all services are billed.
• Preschedules weekly service when possible and proactively contacts service locations when they are due for service and prior to holidays.
• Communicates regularly with account managers about service for assigned customers, including reviewing equipment repairs and repair changes; notifies the customer/account manager of recurring issues and participates in solving problems.
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs other duties needed to help drive our vision, fulfill our mission, and abide by our core values.

• Level 1: 0-2 years of progressively complex experience in the customer service field. Demonstrates knowledge in Casella’s business products and services and customer service and client relationship management. Manages assigned customer base, handles calls from most customers, completes daily work order reports, and uses problem solving skills to assess issues and know when to ask for assistance.
• Level 2: 2-3 years of progressively complex experience in customer service and client relationship management. Builds relationships with home office and divisional employees, cross-trained to handle all accounts, maintains accuracy and notes with minimal billing issues, handles all calls from any customer, works extra time as needed, and proactively preschedules around holidays.
• Senior: 4+ years of progressively complex experience. Demonstrates integrated knowledge across technical areas, assists with training, collaborates with the Client Service Manager on billing issues, handles escalations, and may supervise the team when needed. Highly reliable and accurate.

The successful candidate will have a high school education, be legally eligible to work in the US, and be able to work as part of a team in a collaborative environment. A bachelor’s degree, relevant sales certifications, 1-2 years of sales experience, and background knowledge or interest in an environmental and/or sustainability field are preferred.

Outstanding relationship management skills, excellent listening, communication and problem-solving abilities, and an ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office and a working knowledge of Microsoft Dynamics CRM or similar software systems are expected.

Positive, team-oriented, proactive, efficient, attentive with strong problem-solving skills and a results-oriented mindset that can see the larger picture while focusing on detail.

Medical, dental, vision, life & disability insurance, maternity & parental leave, flexible spending accounts, discounted stock program, 401K, employee awards, employee assistance plan, wellness incentive, tuition assistance, career pathways, and more.