Lead Customer Support Specialist

Role Overview

• The Lead Customer Support Specialist will be responsible for providing exceptional customer service and waste support to clients.
• Responds to inquiries, processes orders, prepares correspondence, troubleshoots issues, and fulfills customer needs.
• 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 for swift resolution of customer concerns.
• Investigates and resolves billing discrepancies, processes adjustments, and manages invoicing and collections.

Requirements

• 7-10 years of progressively responsible experience in a customer-facing role addressing customer needs, preferably in waste disposal, chemistry, or a related field.
• Extensive knowledge and 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.
• Knowledge of advanced accounting processes.
• Ability to identify trends and data patterns.
• Proficient with Microsoft Office, DocuSign, and PDF writer.
• Ability to read, analyze, and interpret complex documentation, technical procedures, and governmental regulations.

Tech Stack

• Swift

Benefits

• 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).
• Paid Time Off (PTO)