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