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.

Role Description We are seeking an experienced and strategic Head of Customer Accounts (KAM / Customer Success Lead) to lead and scale our enterprise account management operations. This role is responsible for managing approximately 40 enterprise customer accounts while leading a team of 4 Account Managers / Customer Success professionals. The ideal candidate will drive operational excellence, customer retention, account expansion, and team development while ensuring customers achieve measurable business outcomes through our solutions. This is a highly hands-on leadership role. The selected candidate will personally manage a portfolio of key strategic accounts while also building scalable processes, coaching the team, and improving overall account performance across the organization. The ideal professional combines strong commercial acumen, customer-centric thinking, operational discipline, and leadership capabilities. Qualifications - Bachelor’s degree preferred in Business, Marketing, Communications, HR, or related field - 3–5 years of experience in Customer Success, Key Account Management, or Enterprise SaaS environments - Proven experience managing enterprise customer accounts and driving expansion revenue - Previous team leadership and coaching experience - Strong understanding of SaaS business models and customer lifecycle management - Excellent verbal and written communication skills in English - Strong organizational, analytical, and problem-solving skills - Experience creating scalable processes and operational frameworks - Ability to manage multiple high-level accounts simultaneously - Strategic mindset with strong customer relationship management skills - Experience working with CRM and customer success tools Requirements - Manage and oversee approximately 40 enterprise-level customer accounts. - Personally own and manage 5–10 strategic customer accounts. - Build strategic account plans focused on retention, expansion, and customer growth. - Identify upsell, cross-sell, and expansion opportunities. - Own customer renewals and contribute to improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). - Build long-term relationships with executive-level stakeholders. - Collaborate closely with Sales and internal teams to improve customer outcomes and business growth. - Lead, mentor, and develop a team of 4 Account Managers / Customer Success professionals. - Conduct regular coaching sessions, 1-on-1 meetings, and performance reviews. - Improve execution quality, operational consistency, and strategic thinking across the team. - Foster a proactive and growth-oriented customer management culture. - Design and implement scalable KAM and Customer Success playbooks. - Standardize onboarding, account review processes, escalation management, and quality control procedures. - Create frameworks for customer usage tracking, expansion signals, and account health monitoring. - Improve operational efficiency and customer management consistency. - Lead customers through onboarding, implementation, and go-live processes. - Ensure rapid customer adoption and time-to-value. - Clearly communicate solutions and business impact to executive and operational stakeholders. - Connect customer goals and KPIs to measurable business outcomes. Benefits - Competitive monthly salary - Remote work opportunity - Professional growth and leadership development opportunities - Exposure to enterprise-level clients and strategic projects - Collaborative and fast-paced work environment - Opportunity to build and scale a high-impact customer success function - Career advancement opportunities within a growing SaaS organization - Dynamic and innovative company culture - Paid time off and company holidays - Performance-driven and results-oriented environment

Role Description Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems. Researches and resolves problems and errors which may include those related to fraud support and internet operations. Will obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures. Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues. Qualifications - High school diploma or equivalent - Typically has a minimum of nine months of Contact Center customer service training/experience - 18 months of prior customer service or related experience - Successfully completed specialized skill training Requirements - Effective problem-solving and negotiation skills - Ability to navigate multiple computer systems, applications, and utilize search tools to find information - Proven time management skills and ability to multitask - Experience interacting positively with unsatisfied customers - Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies - Proficient computer navigation skills using a variety of software packages including Microsoft Office applications Benefits - Healthcare (medical, dental, vision) - Basic term and optional term life insurance - Short-term and long-term disability - Pregnancy disability and parental leave - 401(k) and employer-funded retirement plan - Paid vacation (from two to five weeks depending on salary grade and tenure) - Up to 11 paid holiday opportunities - Adoption assistance - Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Role Description We are looking for dependable and service-driven individuals to join our team as Remote Customer Support Representative. In this role, you will play a key part in assisting clients with questions, coordinating important details, and helping ensure a smooth and positive experience throughout the process. Working remotely, you'll support clients by staying organized, communicating clearly, and helping manage scheduling and updates. This position is ideal for someone who enjoys working independently while still being part of a collaborative and supportive team. Training and ongoing guidance are provided, making this a great opportunity for individuals looking to build skills in a remote setting. What You'll Do: - Provide friendly and professional support to clients through email and online platforms - Assist with scheduling, confirmations, and general coordination - Help keep client requests organized and up to date - Share accurate information and updates in a timely manner - Follow up with clients as needed to ensure a smooth experience - Maintain organized records of client interactions and details Qualifications - Strong communication skills with a customer-first mindset - Organized and able to manage multiple tasks efficiently - Self-motivated and comfortable working remotely - Detail-oriented with a focus on accuracy - Reliable and able to follow established processes - Comfortable using basic digital tools and systems Benefits - Fully remote, work-from-home flexibility - Flexible scheduling options to fit your availability - Structured onboarding and guided training - Ongoing team support and resources - Opportunity to grow and take on additional responsibilities over time