ROLE SUMMARY

M-F: 8am-12pm, 20-30 hours per week

The role provides direct and onsite waste management support to the assigned client location. Provides ongoing, effective communication via email and phone to maintain strong relationships with location personnel and exceeding the client’s expectations. Answer incoming calls to take requests, answer inquiries and questions, handle issues, troubleshoot problems and provide information and then document all information in the CRM system according to standard operating procedures. The Industrial Onside Support role is also responsible for making outbound calls to clients and vendors to collect information, solve problems, and follow up on services. Provide superior support to ensure both individual, departmental, and client objectives are met.

Additionally, must be flexible to work on call schedules and holidays if adequate coverage is not supported by the Customer Service Team.

ROLE DESCRIPTION

• Provide onsite waste management support to the client by ensuring compliance to the plan and Statement of Work in regards to the client’s waste streams and processing of waste.
• Ensure waste is being segregated, sorted, and processed according to the client’s expectations.
• Maintain compliance by checking for contamination, trash, and non-conforming materials.
• Monitor waste volumes and scheduled load pickups and swaps as needed.
• Provide potential outlets and services for projects as needed by the client.
• Assist in the coordination of diversion of one-off waste needs, immediate needs, and emergency cleanouts.
• Schedule and coordinate container delivery, management of projects, and special requests and needs.
• Provide on-going assessment of current operations and program optimization.
• Conduct quarterly vendor performance and pricing assessments.
• Monitor vendor compliance with program parameters including vendor site visits and tracking service requests follow-up accordingly and providing issue resolution.
• Be a liaison between client and Quest on plant/location related issues.
• Assist in program execution, optimization, and issue management for assigned location.
• Heavy interaction with Company’s clients and vendors.
• Manage own CRM system queue.
• Logged into CRM System daily as required by company standard operating procedure
• Follow up on outstanding issues and escalations in a timely manner to ensure satisfactory resolution
• Dispatch service requests and follow through to ensure service completion
• Heavy email and phone communication with clients and vendors, including corporate level interactions
• Reference Data Warehouse to seek out price for services/waste streams
• Assist with online research as needed
• Continually seeks opportunities to increase customer satisfaction and deepen customer relationships
• Close adherence to the attendance schedule.
• Ability and flexibility to work on call schedule or work on company designated holidays per business needs.
• Other projects/duties as required by the business.

ROLE COMPETENCIES

• High School degree required; some college preferred or equivalent work experience.
• Prior work experience in a or client support role professional call center environment.
• Clear written and verbal communication skills.
• Superior customer service & relationship building skills.
• Positive attitude and team player.
• Proven ability to be organized and perform required follow up.
• Ability to multi-task while maintaining data integrity.
• Cooperative and willing to assist others as a team.
• Displays dependable and reliable behavior.
• Effective at problem solving and ability to “think on your feet.”
• Basic computer skills including Microsoft Office (Excel, Word, and Outlook) and comfortable with internet research.
• Aptitude to work in multiple systems and learn new systems quickly.
• Responds well in a dynamic and fast paced environment.