Customer Service Representative at Certified Waste Solutions

Position Summary

The Customer Service Representative (CSR) is responsible for supporting our clients through account management, inbound call handling, email communication, and service coordination. The CSR will handle inquiries, resolve issues, and work collaboratively with other departments to ensure customer satisfaction.

Essential Duties and Responsibilities

• Serve as the main point of contact for assigned customer accounts, ensuring satisfaction and timely support.
• Manage service requests including scheduling pick-ups, resolving missed service issues, and coordinating operations for timely execution in a professional and courteous manner.
• Route inquiries to correct internal team (Inside Sales, AM, Client Success, Ops)
• Future State: Process customer payments directly through NetSuite
• Proactively follow up with customers regarding service updates, changes, or escalations.
• Maintain accurate and up-to-date customer information and service history in the CRM or internal system.
• Collaborate with internal teams (e.g., dispatch, billing, operations) to resolve service issues and deliver seamless customer experience.
• Educate customers on available services, policies, and procedures.
• Identify and report trends in customer feedback to improve delivery service.
• Develop and maintain a knowledge base of evolving services.
• Perform other job-related duties as assigned

Qualifications

• High school diploma or equivalent required; Associate degree preferred.
• Experience in waste management, logistics, or field service coordination is highly desirable.
• 2+ years of customer service experience, preferably in a service-based or logistics environment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and respond to changing demands.
• Proficient in Microsoft Office Suite and experience using CRM or ticketing systems
• A proactive and positive attitude with a focus on customer satisfaction.

Work Environment & Physical Demands

• Work is performed primarily in an office environment using standard office equipment (computer, phone, headset, printer, etc.).
• Prolonged periods of sitting and working at a computer.
• Must be able to lift up to 15 pounds occasionally.
• Ability to remain focused and productive in a fast-paced, high-call-volume environment.
• Occasional movement within the office to access files, meet with team members, or attend meetings.