Call Center Customer Service Representative

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:

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 401k and 100% paid medical/dental/life insurance, and holidays/vacation/PSL.