Casella Waste Systems, Inc.

Role Description 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. Current shifts we are hiring for are 2nd and 3rd shift hours 3pm-11pm and 11pm-7am. 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. Key Responsibilities - Responds to customer inquiries via email, text chat and digital media regarding waste and recycling services. - Researches and resolves questions or complaints, referring to internal or external experts when necessary. - Provides clear, accurate information about service offerings, container sizes, pickup schedules, and recycling guidelines. - Ensures all responses follow approved company guidelines and maintains a polished, positive, conversational, customer friendly and compassionate tone. - Engages with customers across digital channels—including email, live chat, and digital media—using integrated support tools to deliver prompt, personalized assistance. - Uses digital dashboards and CRM systems to log interactions, monitor service issues, and proactively identify opportunities to enhance customer satisfaction. - Maintains detailed records of customer interactions, identifies trends, and suggests improvements to products or services. - Refers unresolved or complex issues, including potential sales opportunities, to appropriate internal departments. 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. Qualifications - High school diploma or GED. - Typically 2 to 4 years of experience in a business or office setting. - Excellent relationship management, listening, and problem-solving skills. - Strong oral and written communication abilities. - Customer-focused mindset. - Proficiency in Microsoft Office. - Ability to work collaboratively in a team environment. - Comfortable handling basic issues independently and referring more complex matters to senior staff. - Working knowledge of the subject matter is expected. - Operates under direct supervision, reporting to a supervisor or manager. Attributes - A positive, team-oriented individual who is curious, attentive, results-oriented and communicates in a polished, customer-friendly manner. - Can see the larger picture while focusing on detailed information. Benefits - 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.

• Responsible for maintaining environmental compliance and meeting permit requirements • Acts as the local technical expert regarding engineering and environmental concepts for assigned locations • Prepares technical reports, conducts periodic tests, audits, or inspections of organizational processes • Collects and analyzes samples, investigates incidents and complaints, and recommends corrective actions • Participates in frequent field site visits, collects data, analyzes findings, produces technical reports • Collaborates with facility management to maintain local, state, and federal permits for assigned facilities • Interacts professionally with regulators, customers, and members of the public regarding facility permits and environmental compliance • Coordinates and manages third-party contractors and consultants • Assists with the development and implementation of new or revised environmental resource programs, policies, procedures, and methods of operation

• Communicates with commercial and large industrial companies across the United States and Canada • Builds relationships while managing the facilities' waste and byproducts into various outlets • Understands dedicated accounts business and assists in determining waste and recycling services • Receives service requests via phone or email and obtains necessary information to execute a defined service • Executes work orders in a timely fashion • Schedules service requests with necessary vendors • Coordinates with the Sourcing Group to get pricing from haulers and end sites • Communicates with customers to troubleshoot issues • Coordinates with accounts payable and receivable departments

Position Summary 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 assists in determining which of our waste and recycling services will create the most efficient and cost-effective solution. We are currently considering candidates for all levels of this career path!! The base salary range for this role is $20.00 to $22.00 per hour. Final compensation will be determined based on experience and skills. We believe in transparent pay and career development. This role offers growth opportunities, with clearly defined career paths supported by regular feedback, skill-building opportunities, and access to internal advancement. Compensation may increase with expanded responsibilities or promotion. 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. To help you start strong, you’ll spend 2–3 weeks at our Home Office in Rutland, Vermont for hands‑on training. After that, the role transitions to 100% remote. Travel arrangements and expenses are provided. Key Responsibilities - Receives service requests via phone or email and obtains necessary information in order to execute a defined service and create work orders for the services. - Executes work orders in a timely fashion and assures that each work order contains complete and accurate information to execute and bill for the service. - Schedules service requests with necessary vendors and confirms that service has been completed. - Coordinates with the Sourcing Group to get pricing from haulers and end sites to compare pricing with other vendors necessary. - Communicates with customers to troubleshoot issues such as the need for equipment repairs, material that does not meet quality standards, additional service fees, etc. - Coordinates with and support accounts payable and receivable departments to ensure all services are billed. - Preschedules weekly service when possible and proactively contacts service locations when they are due for service and prior to holidays. - Communicates regularly with account managers about service for assigned customers including reviewing equipment repairs and repair changes; notifies customer/account manager of any reoccurring issues and participates in solving problems. - Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values. Career Path Definitions and Distinctions: Level 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. Level 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: 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. Education, Experience & Qualifications The successful candidate will have a high school education, a demonstrated ability to work as part of a team in a collaborative environment and be legally eligible to work in the US. A bachelor’s degree, relevant sales certifications, 1-2 years of sales experience and background knowledge or interest in an environmental and/or sustainability field are preferred. Outstanding relationship management skills, excellent listening, communication and problem-solving skills and an ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected. Attributes Positive, team-oriented individual who is proactive, efficient, attentive has strong problem-solving skills and is results-oriented with the ability to see the larger picture while focusing on detailed information. Benefits 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.

• Provide outstanding service to customers by responding to a high volume of inbound customer calls, inquiries, and requests • Engage customers to ensure a complete understanding of issues, providing accurate and efficient responses • Build instant rapport with customers and lasting relationships with team members • Utilize job-specific software, databases, scripts, and tools appropriately • Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service • Assess needs and make sales recommendations for products or services • Participate in training and other learning opportunities to expand knowledge of the company, products, sales, and services