Call Center Customer Service Manager

Burrtec is a well-established refuse and recycling collection company serving over fifteen municipalities throughout Southern California and employing over 1400 full-time employees. Burrtec continues to grow through acquisitions and successful bid proposals. Burrtec is a family-owned company that firmly believes the key element to our success is knowing how important each employee is in the organization.

We have a Customer Service Managerposition opening at our VBI Hauling Division:

Create an environment that encourages and motivates employees to exceed customer expectations by providing consistent direction and assistance to Customer Service Representatives. Develop and nurture strong long-term relationships with clients and serve as the primary escalation point for complex inquiries, complaints, and service issues, ensuring timely resolution.

SALARY RANGE:

$75,000 - $105,000/year

ESSENTIAL DUTIES:

- Maintain close contact with employees to ensure Customer Service Representatives meet customer retention goals, resolve customer issues in a timely, accurate and professional manner, and provide the highest level of customer satisfaction possible

- Supervise the work of Customer Service Representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems

- Provide Customer Service Representatives with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes

- Implement departmental policies, procedures, and service standards in conjunction with management

- Ensure all daily, weekly, monthly, quarterly & yearly reports are done in a timely manner

- Discuss job performance problems with Customer Service Representatives in order to identify causes and issues, and to work on resolving problems

- Evaluate employees' job performance and conformance to regulations, and recommend appropriate personnel action

- Review records and reports pertaining to activities such as production, payroll, and attendance in order to verify details, monitor work activities, and evaluate performance

- Recruit, interview, and recommend Customer Service Representative candidates

- Evaluate and ensure staff is properly trained in all aspects of their job requirements

- Responsible for managing daily deposits by generating accurate reports and promptly depositing funds at the bank to ensure financial accuracy and compliance

- Maintain accuracy and timeliness in customer billing processes, ensuring that bills reflect services accurately rendered and are issued promptly to maintain positive customer relations and financial integrity

- Responsible for generating and processing refunds on a monthly basis, ensuring adherence to company policies and procedures while maintaining customer satisfaction and financial accountability

- Act as the primary point of contact between local municipalities to ensure service changes are implemented on time and correctly

- Responsible for answering action item related emails in prompt manner

- Coach and develop employees by continuously communicating with team members and providing guidance for improvement and recognition of efforts

- Other duties as necessary or assigned

QUALIFICATIONS:

- Minimum of three years’ experience supervising personnel in a customer service environment is required

- Intermediate knowledge of Accounting Principles

- Proficient typing skills

- Strong PC skills with proficiency in Excel and Word and ability to learn and utilize internal Customer Service Software

COMPETENCIES:

- Demonstrate leadership, problem solving and organizational skills and ability to maintain and promote a team oriented work environment

- Strong organizational skills and ability to motivate large groups

- Ability to multi-task and work well under pressure

- Ability to balance team and individual responsibilities and helps build a positive team spirit

- Proactively identify and resolve problems in a timely manner

- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner

- Ability to work in and/or back-up all incoming call queues

- Excellent verbal, written and analytical skills

- Good decision making, problem solving and communication skills

- Excellent customer service skills and ability to work in a fast paced environment

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

- Standing and/or sitting for prolonged periods of time - up to 8 hours or more per day

- Manual dexterity and vision sufficient to operate a personal computer for long periods of time without experiencing abnormal hand, wrist or eye strain

- Hearing sufficient to understand conversations, both in person and on the telephone

- Must have ability to operate computer, 10-Key calculator, and FAX machine

- Work area is primarily in an office setting and may have fluorescent lighting and air conditioning

- Will work in an office environment and have daily contact with the public

We offer competitive wages and an excellent benefits package, including 401 (k) and 100% paid medical/dental/life insurance, and holidays/vacation/PSL.