Customer Care Representative at Casella

The Customer Care Representative is responsible for delivering exceptional customer service by handling a high volume of incoming calls, inquiries, and service requests.

The role involves understanding customer concerns, conducting necessary research, and identifying effective solutions to ensure a positive customer experience.

The successful candidate will communicate professionally, listen attentively, and provide accurate, timely, and courteous assistance.

They will work closely with customers to understand their needs, resolve issues efficiently, and maintain strong relationships built on trust, respect, and reliability.

Key Responsibilities

• Handle incoming and outgoing customer calls to understand, address, and resolve questions, concerns, and issues relating to company products and services.
• Provide clear, accurate, and timely information while presenting appropriate solutions that make customers feel appreciated and supported.
• Practice active listening, verify important details, clarify customer concerns, and manage difficult or escalated situations professionally.
• Establish positive relationships with customers and maintain effective working relationships with colleagues across the customer service team.
• Use company-approved software, databases, communication scripts, and other digital tools to manage inquiries and deliver effective support.
• Meet or exceed established call center performance targets while maintaining consistently high standards of customer service.
• Identify customer needs and recommend relevant products or services that offer additional value and improve customer satisfaction.
• Participate in ongoing training and professional development to strengthen knowledge of company operations, products, sales strategies, and service offerings.
• Perform additional responsibilities as required to support company objectives, organizational values, and overall business success.

Career Progression Levels

Level I – Entry-Level (0–2 Years)

Candidates at this level typically have up to two years of progressively responsible experience in customer service.

They should demonstrate a basic understanding of company products, services, customer support practices, and client relationship management.

Responsibilities include managing incoming calls, learning internal software systems, supporting sales representatives, and providing reliable customer assistance.

Individuals should also demonstrate the ability to resolve increasingly challenging customer issues and identify solutions that encourage customer satisfaction and retention.

Level II – Intermediate (1–3 Years)

This level requires progressively advanced experience in customer service and client relationship management.

Candidates should possess solid technical knowledge of customer support operations and demonstrate the ability to establish productive working relationships with employees across different departments.

They should understand the company’s business operations and confidently apply customer service, CRM, and sales principles when handling inquiries.

Additional responsibilities include managing high call volumes, resolving most escalated complaints, and delivering effective customer retention solutions.

Senior Level (2–4+ Years)

Senior representatives are expected to have extensive experience and a strong understanding of customer service, relationship management, and sales operations.

They should be capable of independently managing complex customer concerns, resolving escalated situations, and maintaining excellent service standards while handling high call volumes.

The position also requires the ability to identify sales opportunities, strengthen customer relationships, support business growth, and take ownership of special projects or assignments.

Education, Experience & Qualifications

The ideal candidate should possess:

• A high school diploma or GED equivalent.
• Approximately 2–4 years of experience in customer service, inside sales, or a related field.
• The ability to collaborate effectively within a team-oriented work environment.
• Legal authorization to work in the United States.
• Excellent communication, active listening, relationship management, and problem-solving skills.
• The ability to recognize customer needs and identify potential sales opportunities.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office applications and accurate typing.
• Familiarity with Microsoft Dynamics CRM or comparable customer relationship management platforms.

An advanced educational qualification, relevant sales certifications, previous sales experience, and an interest or background in environmental services and sustainability will be considered advantageous.

Desired Attributes

The successful candidate should be positive, dependable, team-focused, and results-driven. They should demonstrate curiosity, attentiveness, and strong interpersonal skills, with the ability to understand broader business objectives while paying close attention to individual customer needs and details.

Benefits & Rewards

Employees enjoy a comprehensive benefits package designed to support their professional development, financial security, health, and overall well-being.

Benefits include:

• Medical, dental, and vision insurance.
• Life and disability insurance.
• Maternity and parental leave.
• Flexible Spending Accounts (FSAs).
• Discounted employee stock purchase program.
• 401(k) retirement savings plan.
• Employee recognition and awards programs.
• Employee Assistance Program (EAP).
• Wellness incentives.
• Tuition assistance and educational support.
• Career development and advancement opportunities.
• Additional employee benefits and rewards.

Equal Employment Opportunity (EEO)

Casella Waste Systems, Inc. is an equal opportunity employer committed to maintaining an inclusive, respectful, and supportive workplace.

Employment opportunities are provided without discrimination based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, genetic information, military or veteran status, disability, or any other characteristic protected by applicable federal or state laws.

The company recognizes that diversity and inclusion are essential to organizational success and is dedicated to attracting, developing, and retaining talented individuals from diverse backgrounds.