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Customer Service

Customer service is one of the most important areas of our business. At Casella, we rely on our customer service representatives in all facets of our business from the Customer Care Center, Client Services, or Customer Accounting to enhance the customer experience. Our representatives proactively build and preserve customer loyalty and external partnerships by being advocates, educators, and influencers. We create winning solutions for both our customers and our company.

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Why Casella?

 

FINANCIAL
401k Savings Plan with company match, Life & Disability Insurance, Maternity & Parental Leave, Discounted Stock Program, Retirement Savings
HEALTH & WELLNESS
Medical, Dental, and Vision Insurance, Employee Assistance Plan, Wellness Incentive, Paid Time Off, Work-Life Balance
DEVELOPMENT
Tuition Assistance, Career Pathways, Continuous Learning
RECOGNITION
Safety and Employee Awards and Distinctions
  • Customer Care Representatives

    Customer Care Career

    Path Progression

    Customer Care Career

    Path Levels

    Senior Customer Care Representative

    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.

    Customer Care Rep I:

    Demonstrates 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.

    Customer Care Rep II:

    Demonstrates 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 a team to support Division sales representatives and provide excellent customer support. Capable of solving increasingly complex problems and offering solutions that engage and retain the customer base.

  • Client Services Representative

    The Client Services Representative communicates with commercial and large industrial companies across the United States and Canada, building relationships, while managing the facilities waste and byproducts into various outlets. The individual understands their dedicated accounts business and assist in determining which of our waste and recycling services will create the most efficient and cost-effective solution.

    Representative 1: Has 0-2 years of progressively complex experience in the customer service field. Demonstrates knowledge in Casella’s business products and services as well as customer service and client relationship management. Can effectively manage assigned customer base, take calls from most customers without assistance, hand in daily work order report once reviewed, utilize problem solving skills to assess issues and ask for assistance when needed from team members, bulling specialist or account representatives.

    Representative 2: Has 2-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrates knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Cross-trained to handle all accounts from a customer service prospective, accuracy and notes with minimal billing issues, work order report reviewed by supervisor, ability to handle problems and/or direct to management with idea for resolution, handle all calls from any customer, reliable and able to work extra time as needed, manages customer base instead of being reactive (holiday prescheduling, managing overweight hauls).

    Senior Representative: 4+ years of progressively complex experience in the customer service and client relationship management field. Demonstrates highly integrated knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Assists with training, works with Client Service Manager on billing issues, Takes on additional responsibilities and asks for additional projects, reviews daily work order reports of others, handles escalations and knows who and when will need to know of the issues, supervises the team when needed. Is extremely reliable and accurate.

  • Billing Coordinator

    The Billing Coordinator performs a variety of routine and non-routine, simple to moderately complex billing functions to ensure proper preparation of accurate and timely bills to customers based on service contract terms and is responsible for related activities. This role typically entails responsibility for customer accounts.

    Billing Coordinator: Demonstrates the ability to complete basic billing data entry, completes non-complex report formatting, shows an understanding of the operations that occur in Casella Resource Solutions, creates invoices, and resolves any billing-related issues.

    Billing Specialist: Demonstrates the ability to complete accurate, more complex reports, completes complicated rebate transactions, focuses on more detailed and complicated weight tickets, receiving reports, pricing structures, and transactions. Performs associated accounts payable for assigned customer accounts in addition to billing. Prepares customer-level profit and loss spreadsheets monthly.

    Senior Billing Specialist: Demonstrates the ability to complete analysis of account billing and has a clear understanding of the relationship between pricing, volume, and vendor changes on accounts.  Has the ability to assist account managers and finance team on items impacting the customer level P & L. Handles work-related projects specific to accounts as assigned by other members of the finance team. Displays leadership and training skills and applies them to the supervision, hiring, training, and reviewing of billing roles and processes.

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Testimonials

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As a supervisor for Customer Care, I get to interact with our customers and my co-workers company-wide. I get to see personal growth in my teammates - real happiness from a job well done! I get to hear about the amazing people we have out in the field and how they are making a positive impact in their towns. We are so much more than a trash company, and I am full of pride when I tell people where I work.
- Muranda Kleis
Customer Care Team Leader
2011 with Casella
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I chose Casella because of the longstanding commitment they have to our community. I stay with Casella because there is an opportunity for advancement and I know that my personal contributions make a difference with our customers.
- Karen Badgley
Accounts Receivable Specialist II
2018 with Casella

Start with Casella – Retire with Casella