The Customer Care Representative provides outstanding service to
our customers by responding to a high level of inbound customer
calls, inquiries and requests which may require research and
investigation to reach resolution. The incumbent actively engages
customers to ensure complete understanding of the issues and
provide accurate and efficient responses in a prompt, respectful
and courteous manner.
Customer Care Representatives at Casella participate in a Career
Pathways Program that offers exceptional Advancement Opportunity,
Regular Merit Increases, and Performance Incentives.
- Multiple Full-time and Part-Time Positions Available for Career
- Answers or places calls to customers to learn about and/or
address their needs, concerns, or other issues with products or
- Responds efficiently and accurately to customers, explaining
possible solutions, and ensuring our customers feel supported and
- Engages in active listening with customers, confirming or
clarifying information and diffusing escalated situations, as
- Builds instant rapport with customers and lasting relationships
with other call center team members based on trust and
- Utilizes job-specific software, databases, scripts, and tools
appropriately when addressing a variety of different topics
presented by customers.
- Understands and strives to meet or exceed call center metrics
while providing excellent consistent customer service.
- Engages with customers to assess needs and makes sales
recommendations for products or services that may better suit
identified customer needs.
- Participates in training and other learning opportunities to
expand knowledge of the company, products, sales and services and
performs any other duties needed to help drive our vision, fulfill
our mission, and/or abide by our core values.
Career Path Definitions & Distinctions
Level I: 0-2 years of progressively complex experience in the
customer service field. Demonstrated knowledge and competence in
Casella's business products and services as well as in customer
service and client relationship management. Able to effectively
manage call volume and understand proprietary software systems.
Works within team to support Division sales representatives and
provide excellent customer support. Capable of solving increasingly
complex problems and offering solutions that engage and retain
Level II: 1-3 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 and client relationship management 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 customer service, CRM,
and sales concepts, principles and applications as needed. Adept at
resolving most escalations and handling a high volume of calls.
Senior Level: 2-4+ years of progressively complex experience in
the customer service and client relationship management field.
Highly integrated knowledge and competence in all areas of customer
service and client relationship management 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 customer service, CRM, and sales concepts,
principles and applications to generate and retain business sales.
Independently resolves escalations. Skillfully manages a high
volume of calls. Capable of taking on special projects or
Education, Experience & Qualifications
The successful candidate will have a high school diploma or GED,
2-4 years of customer service or inside sales experience, a
demonstrated ability to work as part of a team in a collaborative
environment, and be legally eligible to work in the US. An advanced
degree, relevant sale certifications, prior sales experience and
experience or interest in environmental and/or sustainability field
Outstanding relationship management skills, excellent listening
communication and problem solving skills, the ability to identify
and develop sales opportunities are required. Demonstrated
proficiency with Microsoft Office, typing proficient and a working
knowledge of Microsoft Dynamic for CRM or similar software systems
and related software are expected.
Positive, team-oriented individual who is curious, attentive,
and results-oriented with the ability to see the larger picture
while focusing on detailed information.