Specialist, Customer Experience II; Part-Time

Position: Specialist, Customer Experience II (Part-Time)
COMPANY OVERVIEW:

Waste Resource Management is an environmental services company based in Houston, TX, with rapidly growing operations in TX, CO, FL, and NV.WRM is known for having a commitment to innovation and sustainability. The safety of employees, communities, and the environment are placed ahead of all other priorities. The company is committed to building a culture that is focused on customer service, continuous improvement, respect, safety, compliance, and honesty.

POSITION SUMMARY:

The Customer Experience Specialist II expands upon the core responsibilities of Level I by serving as a hybrid office and field representative. This role is authorized to act as a Customer Service Representative in the field, resolving customer issues on site, performing job walks, and measuring grease traps to ensure service accuracy and customer satisfaction.

ESSENTIAL JOB FUNCTIONS:

Responds to customer inquiries and maintains positive customer relationships

Answers incoming phone calls and supports creation of new sales orders

Reviews invoices for accuracy prior to submission

Operates electronic billing systems and customer databases

Provides invoices to customers through the online portal

Generates monthly purchase orders for brokered accounts

Coordinates with dispatch to schedule services for brokered accounts

Communicates with internal teams to support billing accuracy and service delivery

Sorts and files correspondence related to end of month billing

Assists with marketing projects and customer outreach programs

Acts as a Customer Service Representative in the field to resolve customer issues and answer questions

Conducts job walks and measures grease traps to support accurate service delivery

Provides on site customer education regarding services and processes

Identifies service or billing discrepancies during site visits and coordinates resolution with internal teams

Communicates field findings to dispatch, operations, billing, and sales teams

Represents the company professionally at customer locations

Supports customer onboarding and service changes through field engagement

Performs special projects and other duties as assigned

SUPERVISORY RESPONSIBILITIES:

N/A

CERTIFICATIONS:

N/A

QUALIFICATIONS:

High school diploma or equivalent required2+ years of customer service, billing, dispatch, or operations related experience preferred

Valid driver’s license and ability to travel to customer sites

Strong problem solving and interpersonal skills

Ability to work independently in both office and field environments

Sage 100 and MAS 90 experience a plus.

Knowledge of Accounts Receivable and general accounting procedures.

Efficient with Microsoft Office.

Able to handle large amounts of paperwork.

Excellent interpersonal skills.

Proficiency in troubleshooting and problem solving.

Ability to work independently and in a team environment.

Strong organizational skills and effectively prioritize multiple tasks.

PHYSICAL REQUIREMENTS:

Ability to sit for extended periods while working at a computer workstation

Frequent use of a computer, keyboard, mouse, phone, and other standard office equipment

Ability to stand, walk, bend, and reach as necessary to access files, equipment, or customer locations

Ability to lift and carry light materials, tools, or equipment, generally up to 20 pounds

Ability to communicate effectively in person, by telephone, and electronically

Ability to visually review documents, computer screens, and billing or service information (with or without corrective lenses)
Ability to travel to customer sites and safely enter commercial or industrial environments

Ability to work outdoors in varying weather conditions during site visits or job walks

Ability to walk customer sites, climb stairs, and navigate uneven surfaces as required

Ability to perform grease trap measurements and conduct job walks safely and accurately

Ability to stand or walk for moderate periods during on site customer interactionsEQUAL EMPLOYMENT:

We are an equal opportunity employer; committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.

WRM complies with the ADA and considers reasonable accommodation measures that may be necessary for eligible applicants/Employees to perform essential functions.
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