Burrtec Waste Industries

Call Center Customer Service Representative

Santa Clarita, CA

full_time

$45,760-$47,840

About This Job

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: $22.25/hour - $23.75/hour

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

ESSENTIAL DUTIES

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

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

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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

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

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

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

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

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

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Resolve billing disputes and effectively interprets and explains account history

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

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Perform suppress billing functions

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

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

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Print invoices that have been generated

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

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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:

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

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Good oral and written communication skills.

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Good listening skills and ability to elicit information.

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

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Flexible and have ability to handle multiple tasks.

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Detail oriented and have concern for quality.

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

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

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Ability to calculate change and file alpha & numeric documents.

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Maintains a positive attitude

TRAINING AND EXPERIENCE:

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Previous customer service experience, required

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Previous call center experience, preferred

PHYSICAL:

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

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

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

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

WORKING CONDITIONS:

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

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

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