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!!

The base salary range for this role is $20.00 to $22.00 per hour. Final compensation will be determined based on experience and skills. We believe in transparent pay and career development. This role offers growth opportunities, with clearly defined career paths supported by regular feedback, skill-building opportunities, and access to internal advancement. Compensation may increase with expanded responsibilities or promotion.

We’re excited to offer this as a remote role! At this time, we can only consider applicants who live and work in VT, NH, NY, CT, MA, ME, DE, MD, PA, WV & NJ due to state-specific employment regulations.

To help you start strong, you’ll spend 2–3 weeks at our Home Office in Rutland, Vermont for hands‑on training. After that, the role transitions to 100% remote. Travel arrangements and expenses are provided.

• 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 assures that 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 get pricing from haulers and end sites to compare pricing with other vendors necessary.
• 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 support 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 customer/account manager of any reoccurring 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 any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Has 0-2 years of progressively complex experience in the customer service field. Demonstrates knowledge in Casella’s business products and services as well as customer service and client relationship management. Can effectively manage assigned customer base, take calls from most customers without assistance, hand in daily work order report once reviewed, utilize problem solving skills to assess issues and ask for assistance when needed from team members, bulling specialist or account representatives.

Has 2-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrates knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Cross-trained to handle all accounts from a customer service prospective, accuracy and notes with minimal billing issues, work order report reviewed by supervisor, ability to handle problems and/or direct to management with idea for resolution, handle all calls from any customer, reliable and able to work extra time as needed, manages customer base instead of being reactive (holiday prescheduling, managing overweight hauls).

4+ years of…