Full-Time

Customer Service Representative

UTEC

UTEC

51-200 employees

Outreach, employment, and education for youth

Compensation Overview

$50k - $57k/yr

Haverhill, MA, USA

In Person

Category
Customer Experience & Support (1)
Required Skills
Microsoft Office
CRM
Customer Service

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Requirements
  • A high school diploma or GED is required.
  • One to two years of experience in customer service, administrative support, dispatch, or a related role is required.
  • Strong verbal and written communication skills and a friendly, professional approach to customer service are required.
  • The ability to stay organized and detail-oriented while managing multiple priorities in a fast-paced environment is required.
  • The ability to enter, review, and maintain accurate records and basic numerical data is required.
  • Comfort using computers and Microsoft Office is required.
  • The ability to handle challenging customer interactions calmly and work toward practical solutions is required.
  • Reliability, curiosity, and willingness to ask questions and learn new systems and processes are required.
  • An interest in UTEC’s mission and environmental sustainability is required.
Responsibilities
  • Respond to customer inquiries by phone and email, providing 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.
Desired Qualifications
  • Experience in recycling or logistics is helpful but not required.
  • Experience with scheduling, dispatch, customer relationship management, or route management systems is a plus.

UTEC helps disengaged young people in Lowell, Lawrence, and Haverhill, MA move away from violence and crime toward work, education, and civic involvement. It starts with street outreach to connect with youths ages 17–25 who have history of serious criminal or gang activity, then provides up to three years of intensive case management. Participants gain paid work experience through social enterprises and receive transitional employment support, along with tutoring, HiSET/GED prep, and opportunities to earn college credits. Social justice and civic engagement are woven into programming, with organizing and policy work at local and state levels. The program tracks three main goals: lower criminal involvement, higher employability, and better educational attainment. UTEC’s outcomes show a recidivism rate among enrollees under 20%, compared with over 50% statewide, illustrating better long-term prospects for participants.

Company Size

51-200

Company Stage

N/A

Total Funding

N/A

Headquarters

Lowell, Massachusetts

Founded

1999

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Simplify Jobs

Simplify's Take

What believers are saying

  • Massachusetts awarded UTEC $525,000 in February 2026 for implementation and continuous improvement.
  • Cambridge shifted mattress pickups to UTEC in July 2026, preserving local revenue.
  • UTEC’s expanded Haverhill mattress operation in April 2026 signals social-enterprise growth.

What critics are saying

  • DOJ terminated $2 million in grants on April 22, 2025, weakening core programming.
  • Gregg Croteau’s CEO transition since September 2023 creates execution risk during fundraising.
  • A sustained federal funding freeze can force program cuts and threaten UTEC’s violence-prevention model.

What makes UTEC unique

  • UTEC combines violence intervention, reentry services, and mattress recycling under one roof.
  • Massachusetts selected UTEC in February 2026 to run reentry technical assistance statewide.
  • UTEC’s mattress recycling services cover 28 Massachusetts municipalities as of August 2026.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Parental Leave

Bereavement Leave

Wellness Program

Professional Development Budget

Company News

Health Resources in Action
Dec 5th, 2025
The Violence & Overdose Prevention Training for Incarcerated Young Adults Initiative: an HRiA Innovation Incubator Project

The Violence & Overdose Prevention Training for Incarcerated Young Adults Initiative: an HRiA Innovation Incubator project. In Massachusetts, emerging adults aged 18-25 face higher rates of arrest, incarceration, and reincarceration than those of other age groups. In recent years, the state government and criminal legal system have formally recognized the significance of this period in which the brain finalizes its development - recognizing that young adults are more susceptible to external influence and risky behavior during this period. At the same time, a person's risk for death by drug overdose in the first two weeks post-release from incarceration is estimated to be nearly 130 times that of the general population. Several factors can help break the cycle of reincarceration for young adults. These include educational programming, family engagement, positive youth development, and prohibition of harmful correctional practices (e.g., solitary confinement). Proactive education around risk factors, overdose response, and safer use strategies is one tool we have for reducing fatal overdose in our communities. The Violence and Overdose Prevention Training for Incarcerated Young Adults Initiative, funded by the HRiA Innovation Incubator, provides skill-focused training around these topic areas to help incarcerated young adults avoid harmful outcomes related to violence and substance use, access employment, and avoid reincarceration. Partnering for change. HRiA has a long-standing relationship with UTEC, an organization that nurtures "the ambition of our most disconnected young people to trade violence and poverty for social and economic success." Over the past several years, HRiA has partnered with UTEC on the Emerging Adult Re-Entry Initiative (EARI). This state-funded program bolsters programming with incarcerated young adults both pre- and post-release. Partnering with UTEC on projects such as EARI makes it possible for HRiA to work inside Massachusetts' correctional facilities. Through EARI, staff were exposed to the unique work of the BRAVE UNIT for emerging adults, which is modeled after juvenile facilities, emphasizing a therapeutic approach and an orientation toward re-entry. First year outcomes. In the first year of the Violence and Overdose Prevention Training for Incarcerated Young Adults Initiative, we trained eleven emerging adult residents and five older adult mentors of the BRAVE (Building Responsible Adults through Validation and Education) Unit at North Central Correctional Institute (NCCI) in Gardner, MA. NCCI houses individuals who have already been convicted and sentenced (as opposed to those awaiting trial or sentencing). This creates an environment where incarcerated men are settled into a long-term housing arrangement and have more time and motivation to pursue educational programming as well as build relationships with their mentors and other mentees. Numerous training topics were covered including harm reduction, overdose rescue, trauma, pathways of recovery, stigma, conflict resolution, systemic violence, recovery, safety planning, and healthy masculinity. Participants practiced a variety of critical skills along the way, including overdose reversal, motivational interviewing, public speaking, and more. The learning culminated with an impressive set of "teach back" presentations, where pairs of participants worked together to train a new audience on a topic they learned. The materials and slides from these sessions were compiled into a booklet participants received at the conclusion of the training. This initiative was the HRiA team's first significant engagement with young adults in the BRAVE Unit. Their kindness, engagement, curiosity, and critical thinking fueled powerful discussions that assumed little, but moved the needle of opinion significantly. At the end of our training, each participant received a certificate acknowledging their work along with verbal affirmations from staff and others. On the horizon. This project has deepened our partnership with UTEC. In the first year, 16 of the 23 members of the BRAVE Unit participated in the program. We anticipate a mix of old and new faces joining the second cohort. The team is in the process of collecting feedback and suggestions from BRAVE members regarding future curricula to probe deeper into first-year topics while introducing new information, materials, and activities. Given the prominent impact of education and employment on recidivism risk, we are also exploring ways our training series could provide college or other post-secondary credit. This will mean bolstering hard and softs skill training to ensure participants are leaving with increased capacity to meet their future goals, whether that be pursuing further education pre- or post-release, securing stable employment (through UTEC's Circling Home Fellows program), or sharing their knowledge with their community behind and outside the walls. Ultimately, we envision a world where all people are equipped with the resources, knowledge, and skills to thrive at home in their communities and where incarceration is no longer the outcome for so many of our young adults across Massachusetts.

Pillar Search
Dec 15th, 2023
New Search! Chief People Officer with UTEC

Pillar Search is honored to partner with UTEC on the search for their new Chief People Officer (CPO).

John Guilfoil Public Relations
Oct 31st, 2023
City of Gloucester Contracts with UTEC for Curbside Mattress Disposal

As a result, the City of Gloucester has partnered with UTEC Mattress Recycling to offer curbside pickup of mattresses anywhere in the city, with UTEC workers disassembling and recycling mattress components.

Tewksbury Carnation
Aug 8th, 2023
Briefs: Why We Can't Have Nice Things Edition

If you have a mattress or box spring to dispose of, Tewksbury is partnering with UTEC, a non-profit based in Lowell that employs at-risk young adults.