Customer Service Representative

Role: Customer Service Representative

Reports to: Director of Mattress Recycling 

Employment Type: Full-time

Work Schedule: Monday to Friday; occasional weekend availability 

Location: Haverhill, MA - Onsite

Salary: $50,000-$57,000, plus benefits 

ABOUT UTEC INC.

UTEC’s mission is to ignite and nurture the ambition of young adults most impacted by violence and poverty to achieve social and economic success. Through intensive street outreach, workforce development, education, mental health services, and case management, UTEC supports young adults in building pathways toward long-term success. Social justice and civic engagement are embedded throughout our work.

UTEC is committed to building a diverse, equitable, and inclusive workplace that honors lived experience and challenges all forms of oppression. We strongly encourage people of color, individuals from historically marginalized communities, and those with lived experience related to the communities we serve to apply. As a proud second-chance employer, UTEC welcomes applicants regardless of criminal record.

POSITION SUMMARY 

The Customer Service Representative (CSR) at UTEC’s Mattress Recycling Center is a key point of contact for customers, businesses, municipalities, and hauling partners using our recycling and disposal services. This role helps keep daily operations running smoothly by responding to customer inquiries, coordinating pickups and drop-offs, communicating with drivers, and maintaining accurate service records and reports.

We’re looking for someone who is organized, dependable, comfortable juggling multiple priorities, and committed to providing excellent customer service. Experience in recycling or logistics is helpful, but not required.
 

KEY RESPONSIBILITIES 

• Respond to customer inquiries by phone and email, providing friendly and accurate information about services, fees, scheduling, and drop-offs.
• Schedule and coordinate mattress pickups and communicate with drivers and customers about appointments, changes, or service issues.
• Welcome and assist customers dropping off mattresses at the recycling facility, including processing fees and recording transactions.
• Maintain accurate customer, service, and operational records and reconcile information with the fleet team.
• Compile service data and support regular reporting for municipal partners, including tracking recycling volumes and other key metrics.
• Follow up on customer feedback and help resolve or escalate service concerns as needed.
• Work closely with the Director and fleet team to identify issues, communicate updates, and support smooth day-to-day operations.

QUALIFICATIONS 

• High school diploma or GED.
• 1–2 years of experience in customer service, administrative support, dispatch, or a related role.
• Strong verbal and written communication skills and a friendly, professional approach to customer service.
• Organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
• Comfortable entering, reviewing, and maintaining accurate records and basic numerical data.
• Comfortable using computers and Microsoft Office; experience with scheduling, dispatch, CRM, or route management systems is a plus.
• Able to handle challenging customer interactions calmly and work toward practical solutions.
• Reliable, curious, and willing to ask questions and learn new systems and processes.
• Interest in UTEC’s mission and environmental sustainability.

WORKING CONDITIONS 

This is primarily an office-based role within a recycling processing facility. The position involves regular computer and telephone use and occasional time outdoors assisting customers at the drop-off area. There may be occasional extended hours during busy periods, special collection events, or reporting deadlines.

COMPENSATION AND BENEFITS 

The salary range is $50,000-$57,000. UTEC offers a competitive benefits package that starts with 3 weeks of vacation plus a week off between the Christmas and New Year holidays, 12 holidays, 10 sick days, 2 personal days, and 3 bereavement days, as well as health, dental, and vision insurance starting day one. We also offer life insurance, first-time homeowners down payment assistance, cost-of-living increases, a paid sabbatical after three years, and a 401K retirement plan with up to $2,000 savings match. See more about our benefits here. 

UTEC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, UTEC complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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