Customer Service Representative

Job Description

Job Description

Position Schedule

Monday–Friday: 8:00 AM–5:00 PM
Rotating Saturdays: 8:00 AM–12:00 PM
Full-Time Position

Approximately four times per year, employees may also participate in evening City-sponsored community events. During these events, representatives will staff the WARE Disposal information booth, interact with residents, answer questions, distribute educational materials, and provide promotional items to event attendees.

Customer Service Representatives are responsible for assisting customers by telephone, email, online chat, and in person at our Monterey Park Customer Care Center.

The approximate breakdown of daily customer interaction is:

• 70% Telephone Customer Service – Answer incoming calls, assist with billing and service questions, process payments, make account changes, explain collection services, respond to missed collection concerns, and help resolve customer issues.
• 20% Email & Online Chat – Respond professionally to customer emails and chats regarding billing, services, collection issues, account questions, past-due balances, and other customer service matters.
• 10% In-Person Customer Service – Assist customers who visit our Customer Care Center to make payments, inquire about their account, make service changes, discuss billing, or request assistance with trash, recycling, and organics services.

Additional responsibilities include:

• Contacting customers regarding missed or delayed collections
• Assisting customers with questions about their accounts and services
• Processing customer payments
• Contacting customers regarding outstanding or past-due balances
• Notifying customers when accounts have been placed on locked or suspended status due to non-payment
• Sending past-due, collection, and account status notifications
• Reviewing account information, service routes, collection history, and account statuses
• Researching and resolving customer billing and service concerns
• Processing account credits and billing adjustments when appropriate
• Accurately documenting customer interactions and account activity
• Coordinating with operations, drivers, supervisors, and other departments to resolve customer concerns

 

Representatives will regularly work with customer account information and perform basic office calculations including addition, subtraction, percentages, discounts, credits, billing adjustments, and payment calculations.

Customer Care Center Responsibilities

Because this position is based at our local Customer Care Center, representatives will also help ensure the office remains professional, organized, and welcoming for customers and employees.

Responsibilities may include:

• Maintaining an organized customer lobby and work area
• Wiping and maintaining common areas
• Replenishing office and customer supplies
• Keeping customer-facing materials organized and available
• Assisting customers who visit the office to make payments or discuss their accounts
• Creating a welcoming and professional environment for visitors

What We’re Looking For

The ideal candidate is professional, patient, organized, dependable, and comfortable communicating with customers throughout the day. Applicants should be able to work both independently and collaboratively as part of a small local team.

Successful candidates should have:

• Strong verbal and written communication skills
• Excellent customer service and problem-solving abilities
• Professional telephone etiquette
• Strong organizational and time-management skills
• Ability to remain professional when assisting frustrated or upset customers
• Ability to manage multiple tasks and customer requests simultaneously
• Attention to detail when reviewing billing and account information
• Comfort working with computers and multiple software programs throughout the day
• Ability to perform basic office mathematics and calculations
• Dependable attendance and punctuality

 

Computer & Office Skills

Applicants should have experience or familiarity with:

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Gmail
• Google Workspace / Google Suite
• Email and online chat platforms
• General office software
• Data entry
• Basic spreadsheet functions
• Basic calculations, including percentages, discounts, credits, adjustments, addition, and subtraction

 

Education & Experience

Minimum Education: High school diploma or equivalent required. Preferred Education: Bachelor’s degree preferred, but not required.

Previous experience in customer service, billing, collections, call centers, administrative support, utilities, waste and recycling, property management, or another service-oriented environment is highly desirable.

Bilingual Candidates Encouraged to Apply. Bilingual ability is highly desirable, particularly candidates who are fluent in Spanish or Chinese. Fluency in conversation, reading, and writing is preferred because our representatives regularly communicate with customers by telephone, email, online chat, and in person.

 

\nCompany Description

WARE Disposal, Inc. is a family-owned and operated solid waste and recycling company providing trash, recycling, and organics collection services to residential, commercial, and municipal customers throughout Southern California. Our company partners with multiple cities, counties, businesses, and communities to provide dependable waste collection and environmental services.

WARE Disposal continues to grow by expanding into new service areas and developing long-term partnerships with the communities we serve. Our main headquarters are located in Santa Ana, with additional satellite offices and Customer Care Centers, including locations in Monterey Park and Los Angeles. As WARE continues to grow, our employees play an important role in maintaining the personal, community-focused customer service that has been a part of our company for generations. We offer the stability of an established company combined with the opportunities and energy of a growing organization.

Company Description

Ware Disposal is a busy privately-held 50 year old Solid Waste provider. We provide service to commercial and residential customers throughout Southern California.