Primary Purpose: The ERTS- Call Intake Specialist is responsible for providing timely answer any incoming calls with excellent customer service, completion of intake assessments, initial reporting and escalation of any emergency spill.

Essential Functions:

• Timely answers a multi-line telephone system for emergency and non-emergency calls from clients.
• Screen and transfer calls in a high-volume phone environment.
• Complete phone screenings and assists clients in obtaining needed paperwork.
• Assist and work directly with clients to ensure a timely successful spill cleanup, regulatory compliance, and client satisfaction with cost effectiveness in mind.
• Accurately log information from client interactions into compurter system;
  • Including use of correct grammar and spelling, accurate selection of all appropriate categories, and addition of any notes or comments pertinent to the contact and/or contact record.
• Obtains authorization from Operations Manager, Project Manager, Environmental specialist, or Program Manager to verify if a spill can be cleaned by terminal once SDS is obtained.
• Providing and maintaining excellent customer service and satisfaction.
• Ensure that all SOP’s and client special instruction are performed and are compliant.
• Efficiently identify and escalate any emergency spill and/or communications to appropriate project manager.
• Submit written, telephonic, and online reports to regulatory agencies (initial and interim reports).
• Communicate effectively to contractors, client, regulatory officials, etc., through both written and verbal communication.
• Return all internal and external calls, emails and facsimiles in a timely manner to ensure that customers’ concerns are understood, addressed and resolved in an efficient and complete manner as quickly as possible.

POSITION QUALIFICATIONS

• The ability to pass a background check is required.
• ERTS- Intake Specialist must be available to work 12-hour shifts which includes nights, weekends and holidays.
• Experience in a clerical, administrative, operations support role, or call center is required.
• Capable of remaining calm and confident during stressful situations.
• Able to orchestrate large volumes of data while meeting critical deadlines.
• They must exemplify professionalism in personal appearance and demeanor.

POSITION REQUIREMENTS

To perform this job successfully, an individual must be able to accomplish (at a minimum) the position's skill areas. Listed below are the representative areas of knowledge, experience and abilities necessary to meet the position's essential requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the Intake Specialist function.

• Experience: 2 to 3 years in the following: customer service, call center, dispatch or similar role.
• Data entry, excellent written and verbal communication.
  • 35-40+ WPM
• High School diploma or GED.
• The candidate MUST possess strong time management skills, attention to detail, organizational skills, & ability to manage multiple projects.
• Must be eligible to work in the US.
• Experience with RCRA, OSHA and DOT Regulations highly desired.
• Must be a team player and work to accomplish common goals in the department.

Skills/Knowledge:

• Must be computer literate, well versed in standard Office Word and spreadsheet programs, as well as software used by ERTS.
• The candidate MUST possess strong time management skills, attention to detail, organizational skills, & ability to manage multiple projects.

Work Hours:

• This position is expected, at a minimum, a 40-hour work week. Additional hours will be required from time to time, depending on the status of the business.

Job Related Working Requirements:

• Must have a reliable method of transportation to and from work.
• Must have valid driving license.

EEO Statement
HEPACO is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

EEOC JOB CATEGORY

5-Administrative Support Workers

EEOC JOB GROUP

05C-Clerical

EXEMPTION TYPE *

Non-Exempt