Sales Support Specialist

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. 

Summary:  We value people that are passionate about providing excellent customer service. Our employees thrive in being part of a team who creates and cultivates professionalism in the workplace. Our focus of expertise is Service, Customer Service, Business-to-Business (B2B) and Business-to-Consumer (B2C). In this Sales Support Specialist role, you will be responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client needs. Your day-to-day duties will include handling all escalations, providing direct feedback following the resolution and reviewing small projects based on feedback.  In addition, you will look for ways to improve our processes and procedures to increase efficiency and productivity through analyzing client issues using root-cause analysis. You are also expected to attend meetings on process improvement and promote cooperative effort and teamwork

• Handle all phone, email, and chat inquiries from Sales, customers, including high priority, providing an expedited resolution.

• Quickly identify and resolve customer service issues in a timely manner, including missed pick-ups and service-related issues.
• Accurately process customer requests and orders in an expedited manner and ensure thorough follow-through on assignments and inquires.
• Set up/Cancel new sites as required.
• Maintain Hotlist sites (brokers)
• 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.
• Provide pricing recommendations and negotiate rates to new and existing customers.
• Adapt to frequent changes in the work environment as company continues to grow and expand.

• Liaise with sales, account managers, customers, and brokers directly
• Foster strong, long-lasting relationships with key clients, serving as a trusted advisor and strategic partner, and effectively communicate our value proposition to drive customer engagement and loyalty.

• Knowledge of sales and customer service techniques and strategies, with a focus on account management and retention.

• Minimum of 3-5 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

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.