Digital Customer Care Representative - Career Advancement Opportunities!!

Position Summary

The Digital Customer Care Representative plays a vital role in delivering exceptional customer service through a variety of digital channels. This position handles digital inquiries related to quoting new services, billing and payments, service schedules, service quality, and general questions. Successful candidates will gain valuable insight into the waste and recycling industry and begin an exciting career journey with Casella, where growth opportunities are abundant. Current shifts we are hiring for are 2nd and 3rd shift hours 3pm-11pm and 11pm-7pm

We're excited to offer this as a remote role! At this time, we can only consider applicants who live and work in VT, NH, NY, CT, MA, ME, DE, MD, PA, WV & NJ due to state-specific employment regulations.Hiring Range: $20.00 per hour, plus incentive pay and ample opportunities for advancement with our career paths program.

Key Responsibilities

* Responds to customer inquiries via email, text chat and digital media regarding waste and recycling services.

* Researches and resolves questions or complaints, referring to internal or external experts when necessary.

* Provides clear, accurate information about service offerings, container sizes, pickup schedules, and recycling guidelines.

* Ensures all responses follow approved company guidelines and maintains a polished, positive, conversational, customer friendly and compassionate tone.

* Engages with customers across digital channels-including email, live chat, and digital media-using integrated support tools to deliver prompt, personalized assistance.

* Uses digital dashboards and CRM systems to log interactions, monitor service issues, and proactively identify opportunities to enhance customer satisfaction.

* Maintains detailed records of customer interactions, identifies trends, and suggests improvements to products or services.

* Refers unresolved or complex issues, including potential sales opportunities, to appropriate internal departments.

Career Path Definitions & Distinctions

Level I: 1-3 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in Casella's business products and services as well as in customer service and client relationship management. Able to effectively manage call volume and understand proprietary software systems. Works within team to support Division sales representatives and provide excellent customer support. Capable of solving increasingly complex problems and offering solutions that engage and retain customer base.

Level II: 4-5 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications as needed. Adept at resolving most escalations and handling a high volume of calls.

Senior Level: 5+ years of progressively complex experience in the customer service and client relationship management field. Highly integrated knowledge and competence in all areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella's business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications to generate and retain business sales. Independently resolves escalations. Skillfully manages a high volume of calls. Capable of taking on special projects or assignments.

Education, Experience & Qualifications

The ideal candidate will have a high school diploma or GED and typically 2 to 4 years of experience in a business or office setting. Excellent relationship management, listening, and problem-solving skills, along with strong oral and written communication abilities are required. A customer-focused mindset and proficiency in Microsoft Office are essential, as is the ability to work collaboratively in a team environment. Candidates should be comfortable handling basic issues independently and referring more complex matters to senior staff. A working knowledge of the subject matter is expected, and the position operates under direct supervision, reporting to a supervisor or manager.

Attributes

A positive, team-oriented individual who is curious, attentive, results-oriented and communicates in a polished, customer-friendly manner and can see the larger picture while focusing on detailed information.

Benefits

Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.