Senior Customer Operations Specialist

About Us
 
 Over the past 25 years, Waste Harmonics Keter has been at the forefront of the waste and recycling industry, delivering innovative, data-driven solutions. We help companies right-size their waste operations and get out of the waste business with industry-leading expertise, state-of-the-art waste technologies, and industry-leading customer service.
 
Visit Waste Harmonics Keter for more information.

Job Purpose 

The Senior Customer Service Professional is responsible for delivering exceptional customer experiences while serving as a subject matter expert, mentor, and problem-solver within the customer service team. This role handles complex customer inquiries, escalations, tasks, and process improvements, while supporting team performance and ensuring alignment with organizational service standards. 

Key Responsibilities 

• Act as a primary point of contact for complex or escalated customer issues, ensuring timely and effective resolution 
• Provide high-quality support through multiple channels, including phone, email, chat, and/or in-person interactions 
• Complete high level case work and special projects such as new store openings, site closures, and onboarding as well as task and AP related Customer Service requirements 
• Serve as a mentor and resource for junior customer service representatives 
• Assist with onboarding and training of new team members 
• Identify trends, recurring issues, and customer feedback to recommend process improvements 
• Collaborate with cross-functional teams (sales, operations, product, or leadership) to resolve customer concerns 
• Maintain accurate documentation of interactions in CRM or customer support systems primarily NetSuite, eTrac, and Salesforce 
• Ensure compliance with company policies, procedures, and service-level agreements (SLAs) 
• Contribute to the development and refinement of customer service procedures and best practices 

• Support leadership with reporting, insights, and customer experience initiatives as needed 

Required Qualifications 

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred 
• 5+ years of customer service experience, including time in a senior or lead capacity 
• 6+ months customer service professional experience at Waste Harmonics Keter 
• Maintains top 25 percentile of production metrics and quality reviews 
• Proven ability to handle complex customer issues and escalations professionally 
• Strong communication skills (written and verbal) 
• Excellent problem-solving and decision-making abilities 
• Proficiency with customer service software, CRM systems, and standard office tools 
• Ability to work independently while also supporting team goals 

Preferred Qualifications 

• Experience in mentoring or training customer service staff 
• Familiarity with performance metrics and service KPIs 
• Experience in a fast-paced or high-volume customer service environment 
• Leadership or supervisory experience 

Skills and Competencies 

• Customer-focused mindset with strong empathy 
• Conflict resolution and negotiation skills 
• Attention to detail and strong organizational skills 
• Adaptability and ability to manage multiple priorities 
• Professionalism and sound judgment in high-pressure situations 

Waste Harmonics Keter Comprehensive Benefits Package

•  Competitive Compensation 
•  Annual Bonus Plan at Every Level 
•  Continuous Learning and Development Opportunities 
•  401(k) Retirement Savings with Company Match; Immediate Vesting 
•  Medical & Dental Insurance 
•  Vision Insurance (Company Paid) 
•  Life Insurance (Company Paid) 
•  Short-term & Long-term Disability (Company paid) 
•  Employee Assistance Program 
•  Flexible Spending Accounts/Health Savings Accounts 
•  Paid Time Off (PTO), Including birthday off, community volunteer hours and a Friday off in the summer 
•  7 Paid Holidays

At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.