Customer Service

The Client Services Representative communicates with commercial and large industrial companies across the United States and Canada, building relationships, while managing the facilities waste and byproducts into various outlets. The individual understands their dedicated accounts business and assist in determining which of our waste and recycling services will create the most efficient and cost-effective solution.

Representative 1: Has 0-2 years of progressively complex experience in the customer service field. Demonstrates knowledge in Casella’s business products and services as well as customer service and client relationship management. Can effectively manage assigned customer base, take calls from most customers without assistance, hand in daily work order report once reviewed, utilize problem solving skills to assess issues and ask for assistance when needed from team members, bulling specialist or account representatives.

Representative 2: Has 2-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrates knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Cross-trained to handle all accounts from a customer service prospective, accuracy and notes with minimal billing issues, work order report reviewed by supervisor, ability to handle problems and/or direct to management with idea for resolution, handle all calls from any customer, reliable and able to work extra time as needed, manages customer base instead of being reactive (holiday prescheduling, managing overweight hauls).

Senior Representative: 4+ years of progressively complex experience in the customer service and client relationship management field. Demonstrates highly integrated knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Assists with training, works with Client Service Manager on billing issues, Takes on additional responsibilities and asks for additional projects, reviews daily work order reports of others, handles escalations and knows who and when will need to know of the issues, supervises the team when needed. Is extremely reliable and accurate.

The Billing Coordinator performs a variety of routine and non-routine, simple to moderately complex billing functions to ensure proper preparation of accurate and timely bills to customers based on service contract terms and is responsible for related activities. This role typically entails responsibility for customer accounts.

Billing Coordinator: Demonstrates the ability to complete basic billing data entry, completes non-complex report formatting, shows an understanding of the operations that occur in Casella Resource Solutions, creates invoices, and resolves any billing-related issues.

Billing Specialist: Demonstrates the ability to complete accurate, more complex reports, completes complicated rebate transactions, focuses on more detailed and complicated weight tickets, receiving reports, pricing structures, and transactions. Performs associated accounts payable for assigned customer accounts in addition to billing. Prepares customer-level profit and loss spreadsheets monthly.

Senior Billing Specialist: Demonstrates the ability to complete analysis of account billing and has a clear understanding of the relationship between pricing, volume, and vendor changes on accounts.  Has the ability to assist account managers and finance team on items impacting the customer level P & L. Handles work-related projects specific to accounts as assigned by other members of the finance team. Displays leadership and training skills and applies them to the supervision, hiring, training, and reviewing of billing roles and processes.