Customer Service Representative

Position Summary

CSRs provide service to accounts tied to a sales territory. This includes but is not limited to: assisting with waste stream profile completion, taking orders, answering invoice questions, assisting sales with pricing and customer updates, and ensuring that data sets are accurate. CSRs are also expected to gain an introductory understanding of all associated federal, state, and local regulations (E.P.A., D.O.T., and O.S.H.A).

Essential Functions and Responsibilities

• Ensures Health & Safety is the number one goal by following policies, processes, and acting in a safe manner at all times.
• Acts as the customer primary point of contact
• Facilitates new customer and generator set-up in Heritage system.
• Requires regulatory understanding of generator requirements.
• Builds sustainable relationships and trust with customers.
• Handles customer inquires and questions regarding company services, cost of services, and proper completion of required paperwork.
• Drum calling to increase route efficiency.
• May revise and ensures completeness of waste profile forms direct from customers. Submits paperwork in a timely manner to appropriate approval department.
• Reviews, prints and emails new quotes to customer. Request and files a signed copy of the quotation. Follows up on new quotes with customer.
• Understands when to elevate issues.
• Customer retention through routine communication with the customer to ensure service satisfaction and resolve any items.
• Provide/develop solutions for all customer needs
• Promotes service offerings to existing customers.
• Guides customers through Customer-facing Information Platform (EIS) as needed.
• Responsible for inside sales for increase revenue for territory by performing profit and cost analysis on new and current business and insuring that most profitable disposal method is being used. Work on increasing margin dollars.
• Follow up on new approvals to schedule as soon as possible.
• Facilitates customers through annual waste recertification requirements as needed.
• May be required to service customers until 5:00 pm Mountain and Pacific Time
• Take waste orders from customers, submit scheduling forms to schedulers. May complete appropriate shipping paperwork, manifest, labels, etc.
• Pulls and provides Certificate of Destruction, Manifest copies and other reports for customer as requested.
• May work with external vendors to help facilitate supply and/or other waste services requests for customers.
• Assists with customer tours of Heritage facilities.
• Handles any non-conforming waste situation in a timely manner.
• A minimal amount of travel may be required (up to 2 times per year)

Heritage believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the incumbent nor the company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Education/Experience: If Internal, High School Diploma or its equivalent required. 4 Year Degree is preferred. 1 year of Heritage experience from a Customer Service or a Technical role is required, as evidenced by a consecutive score of 3 or greater on previous evaluations (minimum of 2 evaluation periods). If External, High School Diploma or its equivalent required. 4 Year Degree is preferred. 3 years of work experience with 2 years of Customer Service experience or a Technical role in an office setting is required.

Knowledge and Abilities: Excellent interpersonal skills necessary to effectively communicate with internal and external customers. Strong decision making skills. Strong writing skills. Strong time management and organizational skills. Excellent phone contact handling skills and be an active listener. Execute patience under pressure, stay polite even in stressful situations. Basic knowledge of environmental business preferred. Strong working knowledge of computers. Basic knowledge of DOT and RCRA Regulations and terms. Regular and predictable attendance is an essential function of this job.

EEO including disability/veteran.

A post offer drug screen will be required.

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Current Openings for Customer Service Representative Jobs at Heritage Environmental Services