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.