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 - 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
- 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.
- 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.