The Digital Customer Care Representative plays a vital role in delivering exceptional customer service through a variety of digital channels. This position handles digital inquiries related to quoting new services, billing and payments, service schedules, service quality, and general questions. Successful candidates will gain valuable insight into the waste and recycling industry and begin an exciting career journey with Casella, where growth opportunities are abundant. We’re excited to offer this as a remote role! At this time, we can only consider applicants who live and work in VT, NH, NY, CT, MA, ME, DE, MD, PA, WV & NJ due to state-specific employment regulations.Hiring Range: $20.00 per hour, plus incentive pay and ample opportunities for advancement with our career paths program.
Part time, Full time, Nights & Weekends schedules available.
Career Path Definitions & Distinctions
Level I: 1-3 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 customer base.
Level II: 4-5 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 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: 5+ 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 assignments.
The ideal candidate will have a high school diploma or GED and typically 2 to 4 years of experience in a business or office setting. Excellent relationship management, listening, and problem-solving skills, along with strong oral and written communication abilities are required. A customer-focused mindset and proficiency in Microsoft Office are essential, as is the ability to work collaboratively in a team environment. Candidates should be comfortable handling basic issues independently and referring more complex matters to senior staff. A working knowledge of the subject matter is expected, and the position operates under direct supervision, reporting to a supervisor or manager.
A positive, team-oriented individual who is curious, attentive, results-oriented and communicates in a polished, customer-friendly manner and can see the larger picture while focusing on detailed information.
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.
Casella, headquartered in Rutland, Vermont, is one of the largest recyclers and most experienced fully integrated resource management companies in the Eastern United States. Founded in 1975 as a single-truck collection service, Casella employs approximately 4,000 people. We have grown our operations to include over 150 owned and/or operated facilities spanning from Maine to Maryland, delivering services to residential, commercial, municipal, industrial, and institutional customers. We service over one million customers in our operating footprint, including curbside collection service to over 800,000 households, and provide professional resource management services to over 10,000 customer locations across 44 states. In addition, we serve as the largest recycler in the Eastern United States, recovering 1MM+ tons of recyclables and nearly 400,000 tons of organic residuals each year. Today, with a clear strategy to serve our customers with integrated services, we continue to lead the solid waste industry with an innovative business model that seeks to create sustainable value beyond the traditional waste disposal model.
