The Commercial Service Representative provides one-stop service and solutions to new and existing customers by determining service requests, resolving service issues, creating solutions, and closing the sale ensuring a first-class transaction.
Hiring Range: $19-$21 per hour
Career Path Definitions & Distinctions:
Level I: 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in one or more technical areas of Casella’s business and customer service and client relationship management. Able to effectively manage call volume, understand proprietary software systems and derive data needed to retain client accounts. Works within team to support OSRs and provides excellent customer support.
Level II: 3-5 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service, CRM, and inside sales and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella’s business operations and is able to apply a variety of CRM and sales concepts, principles and applications as needed. Able to independently derive, research, and analyze customer data to support division sales team through the development of sales and marketing materials, customized analytics, and retention tools.
Senior Level: An advanced degree in business, marketing or other related field of study and 5 or more years of progressively complex experience in customer sales and retention and CRM data research and analytics. The incumbent is skilled at building strong relationships at all levels inside and outside of the organization. Thoroughly understands the complexity of Casella’s business operations and is able to synthesize various data points to transform it into increased market share and profit.
The successful candidate will have a High School diploma or GED, 2-4 years of busines experience with increasing responsibilities, and a valid driver’s license. The incumbent is expected to have a demonstrated ability to work in a collaborative environment.
Outstanding interpersonal relationship management skills, a demonstrated sales ability, a successful track record, and an ability to develop and manage business opportunities are required. Excellent verbal, written analytical and formal presentation skills, and a demonstrated proficiency with Microsoft Office and related software are expected.
Although not required, a Bachelor’s degree in a related field, relevant sales certifications, 1-2 years of “business to business” sales experience, experience or interest in an environmental and/or sustainability field and a working knowledge of Microsoft Dynamic for CRM or similar software systems are preferred.
Confident, team-oriented individual who possesses the critical combination of resiliency with excellent listening skills and a strong knowledge of company products and services. Outstanding problem-solving skills, creativity, and an ability to continuously keep the customers interests in mind is essential.
Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.
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