Respond to customer inquiries via phone, email, and text; create and manage case records; resolve and escalate complex issues; coordinate with internal teams (account setup, IT, pricing, accounting); log inquiries and costs; educate customers on products and services and follow up to ensure satisfaction.
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 via email, phone, and text in a timely, professional manner, providing exceptional service and building positive customer relationships.
- Manage and resolve complex, high-level customer issues by identifying creative solutions, answering questions, and escalating cases when appropriate to ensure a positive outcome and maintain service quality.
- Collaborate effectively within a close-knit, customer-facing team, contributing to a positive and outgoing team culture while delivering a seamless customer experience.
- Create and manage cases for all inquiries, prioritizing by importance and tracking both client and vendor communications.
- Coordinate with account setup, accounting, pricing, SWAT, and IT teams for escalated cases to ensure timely resolution.
- Share customer feedback with relevant teams and collaborate on multi-team issues to drive alignment and improvement.
- Educate customers on company products and services, recommending solutions based on their needs and preferences.
- Provide thoughtful, solution-oriented responses and follow up with customers to confirm issues are fully resolved and satisfaction is achieved.
- Provide updates on case resolutions, close cases once issues are resolved, and maintain clear communication throughout.
- Log all inquiries with associated costs in the system (jobs, profiles, sitemaps, etc.) to ensure accurate tracking and operational visibility.
What we need from you
- High School Diploma or GED required; Associate’s or Bachelor’s degree preferred.
- Minimum of 1–5 years of experience in a customer-facing role.
- Knowledge of key performance indicators, including response times, case management, and customer satisfaction.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office applications.
- Strong problem-solving and critical-thinking abilities.
What we offer
- Comprehensive health and dental benefits
- Employer matching of employee retirement contribution
- Supportive work-life balance: hybrid/in-office work schedule
- Supportive of professional development
- Dynamic and international working environment
- Will work in close coordination with Reconomy teams in the Americas and periodically with other regions
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