Call Center Customer Service Representative

Burrtec Waste Industries, Inc. 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 company 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 the following position:

Customer Service Representative

SALARY RANGE: $23.00/hour - $24.50/hour

Provides a variety of customer service duties by interacting, servicing, and consulting with customers via telephone or face-to-face.

ESSENTIAL DUTIES

- Assist customers by starting new accounts and canceling or changing service levels and answering basic service related questions

- Effectively communicate the various commercial and industrial services available and the cost associated with the service

- Start and/or discontinue service by effectively eliciting information from the customer. Performs data entry tasks to enter the information into the in-house system

- Follow proper phone etiquette and procedures in accordance with Burrtec’s guidelines

- Utilize the in-house system on a consistent basis to enter information into the remarks field regarding service/account status

- Provide resolution of customer complaints by dealing tactfully and effectively with their issues and provides options to resolve complaints

- Assist walk in customers, processes / post payments and performs cash register functions

- Generate work orders and submits them to operations for barrel exchanges, roll-off dump and returns, deliveries and extra pick ups

- Resolve billing disputes and effectively interprets and explains account history

- Process temporary service request by ensuring that accurate information has been obtained and conveyed to the customer regarding rental fees and overweight charges

- Perform suppress billing functions

- Handle return mail by gathering accurate customer information and resubmitting the bill

- Process returning contracts by ensuring proper procedures have been followed and files and purges the contracts accordingly

- Print invoices that have been generated

- Process refund request according to procedures and brings them to a “0” balance

- Experienced in debt collections with a focus on account follow-up and resolution of past-due balances

- Skilled in contacting customers regarding delinquent accounts and negotiating payment arrangements

- Ensures compliance with company policies and applicable regulations throughout the collections process

- Audits credit balances

The duties and responsibilities described are not a comprehensive list; additional tasks may be assigned; or the scope of the job may change as necessitated by business demands.

KNOWLEDGE, SKILLS, AND ABILITIES:

- Strong customer service orientation coupled with interpersonal skills which demonstrates a strong concern for satisfying the customer.

- Good oral and written communication skills.

- Good listening skills and ability to elicit information.

- Ability to establish and maintain an effective, professional and calm working relationships with customers and co-workers.

- Flexible and have ability to handle multiple tasks.

- Detail oriented and have concern for quality.

- Computer Skills and ability to operate a 10-Key are required.

- Ability to learn and correctly interpret and apply policies and procedures.

- Ability to calculate change and file alpha & numeric documents.

- Demonstrates professionalism while maintaining positive and respectful customer relationships

- Strong attention to detail and organizational skills to manage multiple accounts effectively

- Maintains a positive attitude

TRAINING AND EXPERIENCE:

- Previous customer service experience, required

- Previous call center experience, preferred

PHYSICAL:

- 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.

- Ability to work on Microsoft Office (Excel and Word), 10-Key calculator, and FAX machine.

WORKING CONDITIONS:

- 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.