What are the responsibilities and job description for the Frontline Solutions Specialist position at Wasteology?
Position Summary:
Wasteology is seeking a Frontline Solutions Specialist to join the team in providing superior customer service to designated customer accounts. Frontline Solutions Specialists are responsible for coordinating service requests, dispatching vendors, and ensuring all deadlines, service goals, and client expectations are met. In this role, you will be directly involved in day-to-day coordination between customers and vendors.
Essential Functions:
- Monitor the customer work order system for incoming service requests.
- Schedule and dispatch vendors to appropriate locations based on customer requests or immediate needs.
- Enter service requests into the service tracking system and update statuses, as required.
- Complete work order requests within established timelines based on priority level.
- Provide service updates via the customer work order system, including estimated and completed service dates.
- Request and record confirmation of completed services in both the customer work order system and service tracking platform.
- Communicate with customers to collect accurate and complete information regarding service needs.
- Prepare and provide service change or new service quotes to customers and coordinate service setup with vendors.
- Resolve service issues and customer complaints by collaborating with both vendors and customers.
- Provide solutions and guidance for waste-related inquiries as they arise.
- Process $0 invoices for work orders that do not result in charges to customers.
- Build and maintain strong working relationships with customers, site contacts, and vendors.
- Meet benchmarking metrics and key performance indicators, including customer-specific targets.
- Perform additional duties as assigned by management.
Qualifications:
- 2 years of experience in customer service, dispatch, operations coordination, or service management role.
- Proven experience managing work orders, service requests, or ticketing systems in a fast‑paced environment.
- Strong customer communication skills, including professional written and verbal interaction with customers, vendors, and internal teams.
- Ability to prioritize and manage multiple tasks simultaneously while meeting deadlines and service-level expectations.
- Detail-oriented and organized, with the ability to accurately enter, update, and track service data across systems.
- Problem-solving mindset with the ability to resolve service issues, customer concerns, and vendor delays efficiently.
- Comfort working with multiple software platforms, including work order systems, vendor portals, and monitoring tools.
- Strong relationship-building skills with customers, site contacts, and external vendors.
- Ability to meet performance metrics and KPIs, including response time, completion time, and customer satisfaction targets.