Inside Account Representative

Overview

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling and environmental services, while keeping focus on employee, customer and environmental safety. 

What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture. 

Essential Job Summary:

In this role, you will serve as the primary point of contact for both existing and potential customers regarding all roll-off services within our division. This role requires a high level of customer interaction, order processing, and coordination to ensure seamless service delivery.

You will be responsible for handling inbound and outbound customer calls, scheduling service requests, and proactively addressing job site issues, escalations, and payment arrangements. Additionally, you will work closely with internal teams to ensure operational efficiency and adherence to company policies and procedures.

Success in this role requires strong communication skills, attention to detail, adaptability to a dynamic work environment, and the ability to manage customer inquiries with professionalism and efficiency.

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.

• Accurately process customer requests and orders in an expedited manner and ensure thorough follow-through on assignments and inquires.
• Handle outbound calls to customers regarding introductions, expectations, future service requests, jobsite issues, arrivals and pickups, and payment arrangements.
• Schedule next day drop off and pick up.

• Proactively raise escalated matters and concerns to ensure the most expedited and accurate solution.
• Follow all outlined processes and procedures, ensuring a full understanding of available resources and tools such as operations support, SOP’s (Standard Operating Procedures), Quick Reference Guides (QRG’s), Knowledge Center articles (KC), etc. 

• Collaborate with internal departments to ensure seamless service delivery.
• Manage challenging customer situations with professionalism and execute a remedy in a prompt and accurate manner to meet customer commitments.
• Adapt to frequent changes in the work environment as company continues to grow and expand.

• Perform additional duties as assigned.

• Review the customer’s account, making sure they stay within their approved boundary days (generally 30 days) and credit limits.

Requirements and Qualifications:

• Minimum of 2 years’ experience working in a customer facing role.
• Bachelor’s degree preferred Impeccable communication skills, both written and verbal.
• Strong organizational and time management skills with strong attention to detail.

• Strong computer/technical skills, including MS Teams, Outlook, Excel, Word, Microsoft Dynamics, Vonage, etc.
• Ability to be agile and work in ambiguous environments.
• Ability to work a flexible schedule, including overtime, to meet business and workgroup needs 
• Affinity for quality and customer service.
• Enthusiastic team player with a strong sense of ownership and can-do attitude.

• Fluency in English required; bilingual Spanish is a plus.

Additional Information

We believe in providing the training and development you need to grow your career with Interstate Waste Services. Many of our Supervisors, Managers, and other leadership staff started their careers as Helpers, Drivers, or Dispatchers. IWS is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.  

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice. 

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. 

Salary Range Minimum

Salary Range Maximum

Salary : $23