Lead Customer Support Specialist

POSITION SUMMARY:   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.

The hours are 8:00am 5:00pm CST. The position will be fully remote but candidates need to be in the Gulf Area.

The salary range is: $

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:
• 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).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

ABOUT THE COMPANY

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.

In 2023, Republic's total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and