Call Center Customer Service Representative

Customer Service RepresentativeBurrtec 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:SALARY RANGE: $24.00/hour - $25.50/hourProvides a variety of customer service duties by interacting, servicing, and consulting with customers via telephone or face-to-face.ESSENTIAL DUTIESAssist customers by starting new accounts and canceling or changing service levels and answering basic service related questionsEffectively communicate the various commercial and industrial services available and the cost associated with the serviceStart and/or discontinue service by effectively eliciting information from the customer. Performs data entry tasks to enter the information into the in-house systemFollow proper phone etiquette and procedures in accordance with Burrtec’s guidelinesUtilize the in-house system on a consistent basis to enter information into the remarks field regarding service/account statusProvide resolution of customer complaints by dealing tactfully and effectively with their issues and provides options to resolve complaintsAssist walk in customers, processes / post payments and performs cash register functionsGenerate work orders and submits them to operations for barrel exchanges, roll-off dump and returns, deliveries and extra pick upsResolve billing disputes and effectively interprets and explains account historyProcess temporary service request by ensuring that accurate information has been obtained and conveyed to the customer regarding rental fees and overweight chargesPerform suppress billing functionsHandle return mail by gathering accurate customer information and resubmitting the billProcess returning contracts by ensuring proper procedures have been followed and files and purges the contracts accordinglyPrint invoices that have been generatedProcess refund request according to procedures and brings them to a “0” balanceExperienced in debt collections with a focus on account follow-up and resolution of past-due balancesSkilled in contacting customers regarding delinquent accounts and negotiating payment arrangementsEnsures compliance with company policies and applicable regulations throughout the collections processAudits credit balancesThe 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 relationshipsStrong attention to detail and organizational skills to manage multiple accounts effectivelyMaintains a positive attitudeTRAINING AND EXPERIENCE:Previous customer service experience, requiredPrevious call center experience, preferredPHYSICAL:Standing and/or sitting for prolonged periods of time - up to 8 hours or more per dayManual 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 401k and 100% paid medical/dental/life insurance, and holidays/vacation/PSL.