Customer Service Representative

Customer Service Representative

Reports to: Director of Mattress Recycling

Employment Type: Full-time

Work Schedule: Monday to Friday; occasional weekend availability

Location: Haverhill, MA - Onsite

Salary: $50,000-$57,000, plus benefits

About UTEC Inc.

UTEC's mission is to ignite and nurture the ambition of young adults most impacted by violence and poverty to achieve social and economic success. Through intensive street outreach, workforce development, education, mental health services, and case management, UTEC supports young adults in building pathways toward long-term success. Social justice and civic engagement are embedded throughout our work.

UTEC is committed to building a diverse, equitable, and inclusive workplace that honors lived experience and challenges all forms of oppression. We strongly encourage people of color, individuals from historically marginalized communities, and those with lived experience related to the communities we serve to apply. As a proud second-chance employer, UTEC welcomes applicants regardless of criminal record.

Position Summary

The Customer Service Representative (CSR) at the Mattress Recycling Center serves as the primary point of contact for residential customers, businesses, municipalities, and hauling partners seeking mattress recycling and disposal services. This role is responsible for managing inbound and outbound communications, coordinating service dispatch and drop-off logistics, compiling municipal reporting, administering customer satisfaction surveys, and interfacing with the fleet team to maintain and distribute accurate daily and end of week operational records. The ideal candidate is organized, detail oriented, and cares about environmental sustainability.

Key Responsibilities

• Service Dispatch & Scheduling
• Receive and process service requests from residential customers, commercial accounts, and hauling contractors via phone, email, and online scheduling platforms (Daily)
• Dispatch collection crews and drivers in an efficient, geographically optimized sequence to maximize daily pickup volume (Daily)
• Confirm scheduled appointments with customers at least 24 hours in advance; communicate any changes, delays, or cancellations in a timely manner (Daily)
• Maintain and update the dispatch management system with real-time job status updates throughout the day. Check out with the fleet team upon return to review performance. (Daily)
• Escalate service disruptions, missed pickups, driver issues, missed communication to the Director promptly. (As they occur)
• Inbound & Outbound Call Management
• Answer all incoming communication professionally, providing accurate information about recycling services, fees, service areas, and scheduling availability. (Daily)
• Prioritize and return missed communication - calls, voicemails and emails - within the same day for communication received before 4 pm, and before 10 am for communication received after 4 pm the prior day.
• Document every customer interaction system, including inquiry type, resolution, and any required follow-up actions. (Daily)
• Assist customers who speak limited English by utilizing available language support tools or escalating to a bilingual staff member when needed. (As Needed)
• Serve as the first point of contact for all mattress recycling program inquiries when the Director is unavailable, exercising sound judgment to address urgent matters, relay accurate program information, and ensure issues are appropriately documented and escalated upon the Director's return. (As Needed)
• Drop-Off Customer Coordination
• Serve as the welcoming point of contact for customers arriving at the facility to drop off mattresses and box springs. (When Needed)
• Verify acceptable items upon arrival, communicate any restrictions (e.g., heavily soiled, moldy, or infested materials), and direct customers to the appropriate unloading area. (When Needed)
• Collect and process drop-off fees in accordance with the center's fee schedule; issue receipts and reconcile transactions at end of shift. (When Needed)
• Log all drop-off transactions, including customer name, address (where applicable), number of units, and item condition, in the operations database. (When Needed)
• Daily Mattress Pickup Reporting & Data Tracking. Municipal Reporting & Compliance
• Reconcile end-of-shift driver manifests against scheduled jobs to confirm accuracy and flag any discrepancies. (Daily with each fleet driver)
• Compile accurate, timely reports for municipal partners in accordance with contracted service agreements. (End of Day)
• Prepare and submit monthly, quarterly, and annual reports detailing recycling volumes, material diversion rates, and operational metrics to appropriate agencies. (When Needed)
• Respond to data requests from municipal contacts and ensure all submitted figures are verified and reconciled against internal records. (When Needed)
• Notify the Director of any upcoming reporting deadlines and flag discrepancies between expected and actual service data. (When Needed)
• Track and report key performance indicators (KPIs) such as pickups per route, completion rate, and cancellation/reschedule rates. (Weekly)
• Customer Satisfaction Surveys
• Administer post-service customer satisfaction surveys via email to 2-3 customers weekly, and to all municipal contacts 2 x per year.
• Escalate negative feedback or unresolved complaints to the Director, and assist in coordinating service recovery actions. (Daily)
• Maintain a feedback log and track resolution status for all customer complaints received through survey channels.

Qualifications

• High school diploma or GED.
• Minimum 1-2 years of experience in a customer service, dispatch, or administrative role; experience in waste management, recycling, logistics, or environmental services is a strong plus.
• Demonstrated experience managing data entry, generating reports, and maintaining organized records.

Skills and Competencies

• Strong verbal and written communication, with a professional, friendly telephone manner.
• Strong organizational skills and the ability to manage multiple tasks simultaneously in a fast paced environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook); experience with dispatch, CRM, or route management software is advantageous.
• Comfortable working with data: entering, reviewing, reconciling, and presenting numerical information accurately.
• Strong interpersonal skills. Comfortable recognizing gaps in knowledge or experience, remaining curious, and proactively seeking guidance to learn and address them.
• Ability to handle challenging customer interactions calmly and professionally, de-escalating concerns and finding workable solutions.
• Self-motivated and reliable with strong attention to detail and follow-through.
• Commitment to environmental sustainability and the mission of the recycling center.

Working Conditions

• Office-based environment within a recycling processing facility; occasional exposure to noise and outdoor conditions when coordinating drop-offs at the yard.
• Extended periods of sitting and screen time; regular use of telephone and computer systems.
• Occasionally required to assist with light physical tasks such as directing traffic flow at the drop off area.
• May be required to work extended hours during peak periods, municipal reporting deadlines, or special collection events.

Compensation and Benefits

The salary range is $50,000-$57,000. UTEC offers a competitive benefits package that starts with 3 weeks of vacation plus a week off between the Christmas and New Year holidays, 12 holidays, 10 sick days, 2 personal days, and 3 bereavement days, as well as health, dental, and vision insurance starting day one. We also offer life insurance, first-time homeowners down payment assistance, cost-of-living increases, a paid sabbatical after three years, and a 401K retirement plan with up to $2,000 savings match.

UTEC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, UTEC complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.