Overview
Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the greater New York, New Jersey and Connecticut markets with a rail-served landfill in Ohio. IWS is committed to delivering high-quality waste, recycling and environmental services, while prioritizing the safety of our employees, customers and communities. We cater to a diverse range of industrial, medical and commercial/residential customers.
Founded in 1998, IWS has grown over the years through acquisitions, many of which were family-owned businesses that remain a part of our team today. We’re proud to combine the resources of a large company with the values and care of a family-run business
Essential Job Summary:
We value people that are passionate about providing excellent customer service. Our employees thrive in being customer obsessed and part of a team who creates and cultivates professionalism in the workplace. In this role, you will be the primary point of contact for existing and potential customers, as well as the liaison between other departments such as operations, billing, and sales. The right candidate will blend a sense of ownership with strong communication skills and a desire to deliver an exceptional customer experience.
Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Omni channel customer support through phone, email, and chat providing an exceptional service.
- Quickly identify and resolve customer service issues in a timely manner, including missed pick-ups and service-related issues.
- Proactively raises issues/ concerns to address inefficiencies in completing daily tasks and activities.
- Collaborate with the billing, sales, and operations teams to deliver on customer expectations.
- Provide service and pricing recommendations to new and existing customers.
- Proactively educate customers on our self-help tools for quicker resolution in future.
- Accurately process customer requests and orders in an expedited manner and ensure thorough follow-through on assignments and inquires.
- Adapt to frequent changes in the work environment as company continues to grow and expand.
- Performance will be measured and rewarded by Quality and Productivity metrics including but not limited to contacts handled and Average Handle Time.
Requirements and Qualifications:
- Ability to work 5 days a week in our Teaneck, NJ office
- Minimum of 1-3 years’ experience working in a customer facing role, preferably in a call center.
- College degree a plus
- Impeccable communication skills, both written and verbal.
- Strong organizational and time management skills, ability to prioritize multiple assignments and meet all deadlines with minimal supervision and strong attention to detail
- Strong computer/technical skills, including MS Teams, Outlook, Excel, Word, etc.
- Ability to provide superior customer service through active listening and purposeful remedy.
- Ability to be agile and work in ambiguous environments.
- Affinity for quality and customer service.
- Passionate, empathetic, understanding, and compassionate.
- A self-starter with strong prioritization, time management, and organizational skills.
- Enthusiastic team player with a strong sense of ownership and can-do attitude.
- Fluency in English; bilingual Spanish or Mandarin is a plus.
- Ability to work a flexible schedule, including occasional overtime, holidays, and weekends to meet the needs of the business.
Additional Information
Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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.