Responds to customer inquiries, resolves complaints, manages and documents cases, coordinates with internal teams and vendors, and follows up to ensure complete resolution. Provides information about products and services, recommends solutions based on customer needs, records costs and case details, communicates customer feedback, and supports special projects. Requires strong communication, problem-solving, analytical, and Microsoft Office skills, with 4–6 years of customer-facing experience.
At Lincoln Waste Solutions, powered by Reconomy, our vision is a waste-free world where resources are conserved, and economic growth is achieved through sustainable, circular practices. We provide a full-service management approach for all types of waste and recycling, offering services such as recycling, waste consulting, hauler management, and back-office support.
With a proven track record, we work with hundreds of clients across the globe, including regional and national companies across various industries. Leveraging strong partnerships with over 6,000 haulers, we help our clients achieve greater waste efficiency, increased recycling, improved sustainability data, and cost savings, all while moving toward a more sustainable, waste-free future.
About the role
- Respond to customer inquiries by email, phone, and text in a timely and professional manner.
- Answer customer questions, address concerns, and provide solutions to ensure a positive customer experience.
- Review customer complaints, resolve issues, and escalate complex concerns when necessary.
- Follow up with customers to provide updates and ensure all issues are fully resolved.
- Create and manage cases for all customer inquiries, ensuring they are properly prioritized and documented.
- Track customer and vendor email communications and maintain accurate case records.
- Update and close cases once issues have been resolved and customers have been notified.
- Record all inquiries, related costs, and necessary information in the appropriate systems, including jobs, profiles, and sitemaps.
- Provide customers with information about company products and services, including features and benefits.
- Recommend products and services based on each customer's needs and provide relevant information and documentation.
- Work with the Account Setup, Accounting, Pricing, SWAT, and IT teams to resolve customer issues and escalated cases.
- Share customer feedback and communicate with other departments to ensure timely and effective solutions.
- Perform other duties and assist with special projects as assigned to support business needs.
What we need from you
- Minimum High school diploma or Associate or bachelor’s degree preferred
- Minimum of 4-6 years’ experience working in a customer facing field
- Case management, customer satisfaction
- Strong Written and Verbal communication skills
- Microsoft Office Proficiency
- Problem Solving and Analytical Skills
What we offer
- Comprehensive Health Benefits: We’ve got you covered with Health, Dental, and Vision insurance.
- 401(k): Plan for the future with confidence with employer matching of employee retirement contribution.
- Learning & Growth Opportunities: We support your professional development with access to LinkedIn training, mentorship, and advancement opportunities.
- Collaborative, Global Environment: Work closely with passionate teams across North America and connect with colleagues in other regions for exciting cross-border projects.
- Inclusive & Equal Opportunity Employer: We’re committed to creating a workplace that celebrates diversity and inclusion. Everyone is welcome.
Accessibility and Inclusion:
Lincoln Waste Solutions is committed to creating a diverse, accessible, and inclusive workplace. Should you require accommodation through any stage of the recruitment process, please let us know when contacted and we will work with you to meet your needs. Disability-related accommodations during the application process are available upon request. You may also request accommodation by emailing [email protected].
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