Customer Support Specialist
Lincoln Waste Solutions is dedicated to creating a waste-free world through sustainable practices. The Customer Support Specialist will respond to customer inquiries, resolve issues, and coordinate with various teams to ensure high-quality service and customer satisfaction.
Responsibilities
- Respond to customer inquiries via email, phone, and text in a timely and professional manner to ensure reliable support
- Resolve customer issues, answer questions, and escalate complex cases when needed to maintain service quality
- Create and manage cases for all inquiries, prioritizing by importance and tracking both client and vendor communications
- Coordinate with account setup, accounting, pricing, SWAT, and IT teams for escalated cases to ensure timely resolution
- Share customer feedback with relevant teams and collaborate on multi-team issues to drive alignment and improvement
- Educate customers on company products and services, recommending solutions based on their needs and preferences
- Provide thoughtful, solution-oriented responses and follow up with customers to confirm issues are fully resolved and satisfaction is achieved
- Provide updates on case resolutions, close cases once issues are resolved, and maintain clear communication throughout
- Log all inquiries with associated costs in the system (jobs, profiles, sitemaps, etc.) to ensure accurate tracking and operational visibility
Skills
- High School Diploma or GED required
- Minimum of 1–5 years of experience in a customer-facing role
- Knowledge of key performance indicators, including response times, case management, and customer satisfaction
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office applications
- Strong problem-solving and critical-thinking abilities
- Associate's or Bachelor's degree preferred
Benefits
- Comprehensive health and dental benefits
- Employer matching of employee retirement contribution
- Supportive work-life balance: hybrid/in-office work schedule
- Supportive of professional development
- Dynamic and international working environment
Company Overview