Customer service—enhancing the customer experience—is one of the most important areas of our business. At Casella, we rely on our customer service representatives in all facets of our business, from the Customer Care Center to Client Services to Customer Accounting. Our representatives proactively build and preserve customer loyalty and external partnerships by being advocates, educators, and influencers. We create winning solutions for both our customers and our company.
Health Reimbursement and Flexible Spending Accounts, Life Insurance, Disability Insurance, Pet Insurance, Employer Matching 401(k) Savings Plan, Employee Stock Purchase, and other employee discount programs.
Medical, Dental, and Vision Insurance, Telemedicine, Pharmacy Advocate Program, Advanced Surgical Care Network, Employee Assistance Plan, Wellness Incentives, Paid Time Off, Work-Life Balance, and much more.
Tuition Assistance, On-the-Job Training, Apprenticeship Programs, Career Pathways, Industry Certifications, and other continuous learning options.
Employee Service Awards, Employee Core Values Program, Safety Awards
With over 20 years of industry experience, Candace Eckeard provides world-class customer service to her Townsend, Delaware, community. Embodying the Casella Core Values each and every day, Eckeard fosters a culture of compassion and dedication that inspires excellence in her team and those around her. “She is definitely the mentor,” says Office Manager Robin Atkins. “She is the one that everybody goes to, and she cares really deeply about making sure that all of the team members are trained consistently.”
These customer-facing and support roles are key to delivering the reliable service, strategic account management, and operational accuracy that enable Casella to advance its sustainability mission and build lasting partnerships with customers and communities.
The Customer Care Representative plays a vital role in delivering exceptional service by handling a high volume of inbound customer inquiries, requests, and concerns. This position requires active listening, thoughtful engagement, and a commitment to resolving issues efficiently and accurately. Representatives are expected to conduct necessary research and problem-solving to ensure customer satisfaction, all while maintaining a courteous, respectful, and professional demeanor.
This role demands progressively advanced experience in customer service and client relationship management. The ideal candidate demonstrates proficiency across multiple technical areas, builds strong working relationships with both home office and divisional teams, and possesses a deep understanding of Casella’s diverse business operations.
Customer Care Representatives are skilled in applying customer service, Customer Relationship Management (CRM), and sales principles in a wide range of scenarios. They are adept at managing escalated issues and thrive in a fast-paced, high-call-volume environment. Career advancement opportunities include Client Services Representative I and II, Senior, and Team Lead roles.
The Client Services Representative (CSR) at Casella plays a pivotal role in managing relationships with commercial and large industrial clients across the United States and Canada. Individuals in these positions are responsible for overseeing the waste and byproduct management needs of dedicated accounts, ensuring efficient and cost-effective solutions through Casella’s suite of recycling and waste services.
CSRs are expected to develop a deep understanding of each client’s operations and proactively identify opportunities to optimize service delivery. They are cross-trained to support all accounts from a customer service perspective, demonstrating accuracy in documentation, minimizing billing issues, and managing work orders with attention to detail.
The position requires strong problem-solving skills, reliability, and the ability to work flexible hours when needed. CSRs are expected to proactively manage their customer base, including tasks such as holiday scheduling and overweight-haul coordination. Career progression includes Client Services Representative I and II, and Senior levels, each offering increasing responsibility and expertise in customer service and client relationship management.
The Resource Solutions Billing Specialist plays a critical role in ensuring accurate, timely billing for customer accounts in accordance with service contract terms. This position involves a mix of routine and moderately complex billing tasks, including preparing invoices, processing rebate transactions, and managing detailed documentation such as weight tickets, receiving reports, and pricing structures.
In addition to billing responsibilities, the Billing Specialist handles associated accounts payable for assigned customer accounts and prepares monthly customer-level profit-and-loss (P&L) spreadsheets. The role requires strong analytical skills to assess billing accuracy and understand the impact of pricing, volume, and vendor changes on account performance. The specialist also supports account managers and the finance team by providing insights into factors affecting customer-level P&L.
Billing Specialists possess solid relationship management and presentation abilities, a thorough understanding of billing processes, and a proactive, analytical mindset to support internal teams and customer needs. This position offers a clear career progression path through Billing Specialist I, II, and Senior levels.
I see the personal growth in our team members — real happiness from a job well done! I get to hear about the amazing people we have out in the field and how they are making a positive impact in their towns. We are so much more than a trash company, and I am proud to tell people where I work
I chose Casella because I had heard such good things about working for them. I stay with Casella because I love my job and I love how I am treated and valued. Casella is by far the best company I have ever worked for!
