Role:

The role of Permanent Services Team Support is to provide clerical and administrative support to the permanents services department. This includes completing a variety of tasks to aid the permanent service specialist(s) in ensuring that processes and orders moving through the permanent services department run smoothly and efficiently.

Specific Responsibilities:

• Provide support to your Team Leader
• Communicate with other departments including but not limited to customer concern, billing, and hauler liaison as needed on behalf of your team
• Communicate with partnering companies and haulers as needed to resolve billing inconsistencies and errors
• Make changes to customer service agreements and resend as necessary
• Prior to finalizing order; make final adjustments to accommodate all additional charges
• Thoroughly complete canceled order requests
• Add attachments such as weight tickets and photos to CRM
• Monitor team emails, respond to and prioritize important messages
• Help with phone calls for final pickup and customer text messages
• Review customer order and select a hauler to award the work to, based on the company policy
• Maintain accurate information on the performance of haulers
• Coordinate dumpster rental directly with hauler and ensure all details are correct in advance of rental delivery
• Provide feedback to team leader if issues arise that are recurring
• Collaborate with other team members and departments to resolve issues
• Maintain accurate and organized records at all times
• Provide suggestions to management team to improve company operating procedures as necessary
• Confirm orders in the CRM once orders are confirmed with haulers
• Communicate any delays with orders with Permanent Services Specialist(s)
• Coordinate functions in dialpad as necessary
• Manage collection agency accounts and process new submissions.
• Monitor customer payment plans by removing the debt from the collection list and placing debt on a separate list so cards can be run automatically according to the customer’s agreed upon terms.
• Handle & obtain new credit card information for expired cards
• Post payments in CRM received by mail.
• Maintain a record of mail payments pertaining to collections.
• Transfer declines to collection list as needed
• Manage the collection list for already paid accounts taken by the sales department
• Submit them to the Team Lead for reclamation processing
• Once confirmed received by Team Lead reclamation process is completed & can be removed from list
• Spend significant time on the phone with haulers, building and maintaining relationships
• Follow up with haulers to complete any/all necessary paperwork
• Disseminate newly onboarded hauler information to other team leads throughout the company
• Research and help to build spreadsheets of potential haulers to call in new and established areas
• Aid in handling customer service issues from haulers to maintain a healthy, positive working relationship
• Prioritize and maintain relationships with key haulers through continuous communication
• Aid in communication with analytics department to maintain up-to-date hauler information needed for analyses
• Aid team leader in confidently and effectively negotiating with haulers on pricing
• Enter and maintain up-to-date and accurate hauler info and pricing CRM
• Relay updates and pertinent information to the appropriate departments
• Become familiar enough with the department's sales process for when the team leader is out of the office and/or is unable to tend to timely sales opportunities, as specified by the team leader.
• Be aware and up to date on current and future hauler rates and adjust internal customer pricing accordingly with guidance and approval from team leader
• Support Team Leader in gathering evidence and analytics on current and future department target markets
• Other duties as assigned

General Responsibilities

• Understand and embrace the company core values, mission and vision
• Contribute to a fast-paced, high-volume, fun, energetic environment
• Follow the rules and guidelines established by the management team
• Be aware of areas that may require improvement and work on them
• Be respectful to your teammates by showing up on time and being supportive
• Flexibility and adaptability are key in an ever-changing legal environment where no two disputes are exactly the same.
• Continue to grow and develop your skills that may require improvement
• Be aware of and bring to the attention of management any areas that may be in need of improvement and focus on them
• Be respectful of everyone’s time by beginning work at your scheduled time
• Support your fellow team members as necessary
• Arrive to work 100 % engaged and with a positive attitude
• Aid in completion of special projects when requested should time allow
• Make phone calls internally and externally as needed/requested
• Navigates within ADR’s CRM and any other company programs
• Be in the ADR Office during scheduled work hours and meetings
• Dress appropriately while on camera and be aware of your surroundings
• Log out of company programs when not at your computer
• Be able to work in a confidential environment
• Support your team members as necessary
• Show up everyday 100% engaged with a positive attitude
• Complete special assignments and other tasks as assigned

Company Core Values
Growth Mindset
Consistency
Can-Do Positive Attitude
Accountability
Respect
Teamwork

Benefits

• Accrued Paid Time Off
• 10 Paid Holidays (including 1 Floating Holiday)
• Health Coverage Options
• Vision/Dental Options
• Additional Coverage Options
• 401K & Matching Options
• Pay: $15-$17 per hour