Customer Success - Associate

About Clean Harbors:

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $4.3 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CEO.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.
Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. 

The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Process: Customer Success

Location: Pune, Baner

Previous Experience: 2+ Years

Shift Timings: US Shifts (4:30 PM – 9:00 PM as a Login)

Job Overview:
Customer Success Associate will be the primary point of contact for our customers. Through the interactions, they will help our customers see the value in our product/services and ensure they are able to use it to its fullest potential. The prime responsibility of this position is to manage inbound calls from our existing customers and assist in an efficient, courteous, professional manner.

The key role involves providing customer support via phone, email/chat - processing payments, scheduling services, handling general queries and cross sell our products across North America.

Roles And Responsibilities

•Being the first point of contact for customers and handling all customer inquiries and focusing on First Call Resolution.
•The team will be responsible to ensure that our customer data is secured while taking payments/ billing queries, scheduling services, or sharing any documents requested by the customer.
•The customer success team will seek opportunities to upsell new services/cross sell additional products to existing customers after they assess their needs and requirements.
•Maintain sales pipeline and follow up towards the closure of pending sales opportunities. Perform daily sales activities, and other tasks assigned by the sales manager or supervisor.
•The team will be responsible for managing adherence and hygiene while handling these calls.
•Apply active listening skills to diffuse a potential escalation or if required follow through with the right channel for escalation.

Skills Required:

•Overall, 2+ years of experience with strong handling of B2B & B2C Inbound Sales.
•Excellent communication and stakeholder management with an ability to be both persuasive and influential.
•Proficient in English communication skills (Neutral). Should have great relationship building skills and customer orientation to understand customer needs and provide tailored solutions.
•Tremendous work ethic, high integrity, willingness to learn, laser-focused, passionate & committed.
•Growth mindset and high change agility – ability to learn new things quickly and can adapt to and champion change with peers and others. A Team player who thrives in a rapidly changing environment
•Disciplined in business management; adaptable to a culture of accountability; meets sales targets and operational standards.
•Must be proficient in objection handling while pitching or new sale.
•Approaches others in a tactful manner; Reacts well under pressure; Reflects/Prioritize the core values of the organization.
•Prior knowledge of waste management and environmental science will be a plus (Not Mandatory)