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Customer Service Representative II

Company: Clean Earth
Location: Avenel
Posted on: November 12, 2021

Job Description:

Company Description

Clean Earth is one of the largest specialty waste management companies in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for contaminated soil, dredged material, and hazardous and non-hazardous waste. Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

Job Description

The Customer Service Representative II is responsible for coordinating internal resources to meet the Service Level Agreement for a key customer, a broker in healthcare waste. Some of these tasks include responding timely and accurately to one of our largest healthcare brokers to process customer inquiries and requests according to established standards, with attention to style, tone, and manner of communication, received through case queue or email, outlined by the Customer Service Leadership, positioning Clean Earth products and services to customers. Requires excellent communication and multitasking abilities. Team member must be able to work under pressure.

Primary Responsibilities (Essential Functions)

  • Responsible for managing and responding to a high volume of communications via email, telephone or cases while navigating multiple systems.
  • Identify customers' needs from case files, calls, and email and quickly and take appropriate action to ensure those needs are met.
  • Conduct research and work cross functionally to resolve or escalate problems.
  • Actively manage multiple client accounts including communications and logistical activities as they relate to the specific client service.
  • Coordinate with cross functional teams assigning tasks to the correct departments.
  • Ensure a high level of satisfaction to assigned clients.
  • Assist in managing all aspects of client projects required for servicing customers and Clean Earth business.
  • Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers' needs.
  • Need to be flexible and responsive when process changes occur.
  • Maintain thorough, updated client records.
  • Regularly review, analyze, and prepare reports on the status of orders
  • Review all cases in system tied to assigned accounts. Prioritize and resolve open cases.
  • Maintain ongoing contact with external customers to proactively avoid or resolve problems/issues.
  • Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services.
  • Strong ability to work independently.
  • Perform other reasonably related tasks as assigned by management.
    Qualifications

    Basic Required Qualifications:
    • High school diploma or GED with 5+ years of work experience in an account management or customer service role
    • Proficiency in Microsoft Office Suite
    • Excellent verbal and written communication skills in English
    • Strong phone contact handling skills and active listening
    • Ability to remain professional and courteous with customers at all times.
      Preferred Qualifications
      • Bachelor's degree in chemistry, environmental studies or biology
      • Work experience with waste characterization, waste handling logistics, and profiling, demonstrating familiarity with EPA/RCRA, and DOT regulations
      • Self-directed with the ability to work on multiple projects with competing priorities and deadlines
      • Experience with web-based programs and proprietary online applications
      • Experience using a CRM system, Salesforce preferred
        Additional Information

        Clean Earth offers competitive benefits including health, dental, vision, life, and disability insurance plans starting on the first day of employment; paid time off, wellness benefits, employee discount program, tuition assistance, and a 401k with company matching.

        We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

        If you have a difficulty applying for any job posted on Harsco Clean Earth's website because a disability prevents you from using the online system, Clean Earth offers the following alternate application procedure: Call toll free and leave your name, phone number, city and state of residence. Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job. This line is dedicated to disability applications only. No other inquiries will receive a response.

Keywords: Clean Earth, Elizabeth , Customer Service Representative II, Sales , Avenel, New Jersey

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