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 required 
• 2+ 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 interactions

 

EQUAL 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.