What are the responsibilities and job description for the Key Account Specialist position at Coastal Waste & Recycling, Inc?
Build Relationships. Solve Problems. Deliver an Exceptional Customer Experience.
At Coastal Waste & Recycling, our customers are at the center of what we do. As we continue to grow across Florida, Georgia, South Carolina, and beyond, we're looking for a Key Accounts Specialist who knows how to build strong relationships, anticipate customer needs, and make things happen.
This isn't your typical customer service role. You'll serve as a trusted point of contact for some of Coastal's key customers, partnering across our organization to deliver a seamless, responsive, and personalized customer experience.
If you're someone who takes ownership, loves solving problems, and believes exceptional service is in the details, we want to meet you.
Your Role
As a Key Accounts Specialist, you'll own the day-to-day relationship and service experience for assigned key accounts. You'll develop a deep understanding of each customer's business, service needs, and expectations while ensuring they receive the high level of attention and support that comes with being a key Coastal partner.
You'll work closely with Operations, Sales, Customer Experience, Finance, and other teams to coordinate service, resolve issues, ensure billing accuracy, and proactively identify opportunities to strengthen the customer relationship.
Your job isn't simply to answer a customer's question. It's to own it through resolution.
What You'll Do
- Serve as the primary day-to-day point of contact for assigned key accounts, building trusted, long-term customer relationships.
- Deliver a white-glove customer experience through proactive communication, responsiveness, follow-through, and attention to detail.
- Develop a strong understanding of each customer's business, locations, service requirements, goals, and expectations.
- Proactively monitor customer accounts and identify potential service or billing concerns before they become larger issues.
- Coordinate across Operations, Sales, Customer Experience, Finance, and other departments to ensure consistent and reliable service delivery.
- Own customer issues from initial identification through resolution, keeping customers informed throughout the process.
- Oversee billing activity for assigned accounts and partner with Finance to research and resolve billing discrepancies, outstanding balances, and account questions.
- Coordinate service changes, special requests, account updates, and other customer needs with internal teams.
- Conduct regular customer check-ins and follow up on open items, service concerns, and commitments.
- Identify opportunities to improve the customer experience and strengthen account retention.
- Gather customer feedback and communicate trends and opportunities to internal partners.
- Maintain accurate customer information, communications, service details, and account activity within Coastal's systems.
- Support reporting and account reviews by providing accurate information regarding service performance, billing, open issues, and customer needs.
- Build strong internal relationships and advocate for the customer while balancing Coastal's operational and business needs.
- At Coastal, we win as a team. You'll bring together the right people across our organization to deliver the exceptional service our customers expect.
What You'll Bring
- 2 years of experience in key accounts, customer service, account management, billing, collections, or a related customer-facing role.
- Experience supporting complex or high-value customer accounts is a plus.
- Strong understanding of billing processes and the ability to research and resolve account discrepancies.
- Exceptional communication and relationship-building skills.
- A strong sense of ownership—you don't just pass a problem along; you stay engaged until it's resolved.
- Excellent organization and attention to detail with the ability to manage multiple priorities and customer needs.
- Strong problem-solving skills and the ability to remain calm and solution-focused in a fast-paced environment.
- Experience working across multiple departments to resolve customer needs.
- Comfort working with CRM/customer service platforms and Microsoft Office.
- Experience in waste and recycling, transportation, logistics, environmental services, or another service-based industry is a plus.
- Bilingual English/Spanish or English/Creole is a plus.
Why You'll Love Working Here
- Highly Competitive Pay
- Comprehensive Medical, Dental & Vision Benefits
- 401(k) with Company Match
- Paid Time Off
- Employee-Centric Perks & Initiatives
- Professional Development & Career Growth Opportunities
- A growing company where you'll have the opportunity to make a visible impact
- A collaborative team that believes great customer service is everyone's responsibility
At Coastal, we believe relationships matter. We're looking for someone who will get to know our customers, understand what matters to them, and make sure they know they have someone at Coastal they can count on.
If you're ready to take ownership of meaningful customer relationships and deliver the kind of service people remember, we'd love to meet you.
Coastal Waste & Recycling is proud to be an Equal Opportunity Employer.