Digital Customer Care Representative - Career Advancement Opportunities!!

About the position 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. 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.

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.

Requirements

• 1-3 years of progressively complex experience in the customer service field (for Level I).
• Demonstrated knowledge and competence in Casella’s business products and services as well as in customer service and client relationship management (for Level I).
• Able to effectively manage call volume and understand proprietary software systems (for Level I).
• Works within team to support Division sales representatives and provide excellent customer support (for Level I).
• Capable of solving increasingly complex problems and offering solutions that engage and retain customer base (for Level I).
• High school diploma or GED.
• 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.

Nice-to-haves

• 4-5 years of progressively complex experience in the customer service and client relationship management field (for Level II).
• 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 (for Level II).
• 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 (for Level II).
• Adept at resolving most escalations and handling a high volume of calls (for Level II).
• 5+ years of progressively complex experience in the customer service and client relationship management field (for Senior Level).
• 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 (for Senior Level).
• 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 (for Senior Level).
• Independently resolves escalations (for Senior Level).
• Skillfully manages a high volume of calls (for Senior Level).
• Capable of taking on special projects or assignments (for Senior Level).

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