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Call Center Customer Service Representative

Call Center Customer Service Representative

BurrtecSanta Clarita, CA, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

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
  • 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.

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    Customer Service Call Center Representative • Santa Clarita, CA, US