What are the responsibilities and job description for the Customer Service and Account Support Representative position at CLP Circular Services?
About Circular Services:
Circular Services is a leading developer and operator of circular economy infrastructure and services and the largest private recycling and organics company in the U.S. with operations across the country. We help businesses and municipalities reduce and divert waste, lowering disposal costs and fueling local supply chains by ensuring materials are recovered, recycled, and reused.
About the Role:
The Customer Service and Account Service Representative (CSASR) serves as a primary point of contact for customers and supports all aspects of customer service needs. This position partners closely with operations and sales to resolve inquiries, coordinate service, maintain accurate customer accounts, and ensure a prominent level of customer satisfaction.
The recycling industry is fast-paced, and every day can bring new challenges. This role requires strong attention to detail, problem-solving skills, and the ability to manage multiple requests while maintaining professionalism and responsiveness.
This position is fully in office at our newly opened Frisco, Texas location.
Benefits:
- Comprehensive Medical, Dental, and Vision coverage
- Company-paid Life Insurance
- Flexible Spending Account (FSA)
- 401k with company match
- Paid Parental Leave
- Paid Time Off (PTO)
- Employee Assistance Program (EAP)
- Tuition Reimbursement Program
Responsibilities:
Customer Support & Service Coordination
- Answer incoming phone calls and emails, responding promptly and professionally to all inquiries.
- Research missed pickup inquiries and coordinates rescheduled service with the Transportation Department.
- Process equipment service requests, document all relevant details, and coordinate with operations, transportation, and maintenance teams.
- Assist customers with client portal access and navigation.
- Send welcome emails to new customers
Account Management
- Respond to customer questions regarding service frequency, added services, and contact information.
- Set up new customer accounts and associated information.
- Maintain customer accounts and process requested accounts or service changes accurately and timely.
- Investigate service discrepancies including missed pickups, unrequested pickups, grading discrepancies, duplicate dispatches, and erroneous hauls.
- Work closely with Accounting and operations to review and resolve customer account issues.
Documentation & Reporting
- Provide customers with requested documentation such as COIs, W9s, ACH forms, weight statements, and educational materials.
- Prepare and distribute required weekly and monthly reports including tonnage reports, environmental reports, CODs, and other customer-specific service documentation.
- Follow month-end checklist and complete assigned administrative tasks.
Cross-Functional Collaboration
- Coordinate closely with Operations, Transportation, Sales, Accounting, and Maintenance teams to ensure service accuracy and customer satisfaction.
- Escalate issues requiring management approval when necessary.
- Maintain accurate records and documentation of customer interactions and adjustments.
Minimum Job Qualifications:
- 2 years of customer service experience
- Strong written and verbal communication skills
- Experience researching and resolving service discrepancies
- Proficiency in Microsoft Office and customer management systems
- Strong organizational skills and attention to detail
- Comfortable with basic math
Preferred Job Qualifications:
- Experience with Cie Trade or similar customer management systems
- Recycling and/or Transportation industry knowledge
- Bilingual – English/Spanish
EEOC: Circular Services is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Circular Services is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Circular Services are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Circular Services will not tolerate discrimination or harassment based on any of these characteristics.