Call Center Representative (FT) - Bermex

Rochester, NY 14618

About the Job

Please apply at: https://acrt.wd1.myworkdayjobs.com/en-US/ACRT_Careers/job/Call-Center-Representative---Rochester--NY_R7251/apply?source=BetterTeam

About The Team

At Bermex, we put value on our customer relationships. We’re always looking for a way that we can delight our customers by going the extra mile. Bermex offers expert meter reading services and solutions to utilities and associated organizations throughout the United States, including leak detection, atmospheric corrosion, line location, software service solutions, as well as water, gas, and electric meter reading. At Bermex, we are always looking for motivated individuals who enjoy working independently and love the outdoors to become a part of our team.

About the Role

The Call Center Representative/Dispatcher reports to the Meter Services Supervisor at Bermex. This position plays a key role in sending daily utility jobs to field service techs via computer for residential and/or commercial accounts. This position involves calling utility customers and scheduling appointments for gas meter exchanges and dispatching those accounts to the appropriate customer. This position requires a high degree of organization, excellent attention to detail, and exceptional communication skills.

***Salary Transparency: For those living in NY, the pay for this role is at $18/hr.***

What You’ll Do

Call utility customers to schedule appointments for gas meter exchanges.
- Dispatch utility jobs to field service techs first thing in the morning and periodically throughout the day.
- Possess excellent communication skills which are essential for dealing with field service techs and customers.
- Ability to intensely focus on multiple tasks throughout the day.
- Route work to field service technicians by dispatching work orders to a handheld device.
- Excellent organization skills to sort and separate field service work orders and send them to service techs in the field.
- Good working knowledge of computers and software systems is essential in sending, receiving, and reviewing orders.
Manage inbound and outbound calls in a timely manner.
Follow communication scripts when handling different topics.
Assist with administrative and other duties as assigned.

About You

Must haves:

Education: High School Diploma or GED.
Minimum one year of experience in industry-specific knowledge and/or related experience (e.g., customer service, call center).
Valid Driver’s License.
Reliable transportation to and from work location.
Ability to operate office equipment daily.
Ability to take and pass a background and pre-employment drug screen.

Nice to haves:

Education: Post high school/GED classes or degree
Experience: 2 or more years of experience in industry-specific knowledge and/or related experience (e.g., customer service, call center).

Your Skills:

PC skills using Outlook, Word, and Excel.
Must be able to communicate professionally and tactfully with customers.
Must have good active listening skills.
Must be able to work independently in the absence of a supervisor.
Must be able to use good judgment and make sound decisions in accordance with policies and procedures.
Follow oral and written instructions.
Provide accurate documentation to management.
Experience in call center operations or customer service is preferred.
Ability to handle high volume of calls and maintain a professional demeanor.
Strong problem-solving skills and ability to handle difficult customer situations.

Physical Abilities or Demands:

Sedentary work, ability to sit for long periods of time.
Must be able to lift 10 or more pounds on occasion.
Must be well spoken with ability to use communication tools and equipment.
Must be able to communicate effectively and follow instructions.

This role would not be a good fit if you:

Do not enjoy working independently
Are not flexible and do not enjoy adapting to your current work schedule or routine
Do not have adequate planning and time management skills

Drug/Alcohol Testing:

Drug/alcohol testing is required
Drug/alcohol testing required per Non-Regulatory requirements for employees working with water, electric or meters
Drug/alcohol testing required per Federal DOT regulations for employees working with gas meters

Benefits

Health and Safety:

Group health plans including medical/prescription, dental, vision and a variety of other coverage options
Company paid group life insurance, accidental death & dismemberment insurance, short and long term disability
Flexible Spending Accounts or an option for a Health Saving Account with company match
Company paid Employee Assistance Program (EAP) for all employees and eligible family members

Retirement:

Automatic enrollment in the Employee Stock Ownership Plan (ESOP) at no cost
Roth or Traditional 401(k) Retirement plan with company match

PTO Plans (after 90 completed days of service for full-time employees):

Paid Vacation
Paid Holidays
Paid Wedding Day
Veterans Day paid time off for our veterans
Paid Sick Time (New York based positions ONLY)

Perks/Allowances:

Company vehicle (for all driver-based positions)
Gas card for company vehicle (if applicable)
Company provided cell phone or mobile allowance (if applicable)
Boot allowance from approved vendors
Daily per diem for travel-based positions

Where We Work

Employees will begin their day at the local office where they will pick up their company vehicle, equipment, and assignments for the day.

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at hr@acrtinc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

About Bermex:

At Bermex, we put safety first. Always.Beyond that, our culture always has been, and always will be, about one thing: people. It’s about our employees, our customers, and the communities our customers serve.We empower the best people to help sustain our world. We’re the only independent national vegetation management consulting firm — giving us the freedom to put our clients first. This focus on independence is a key tenant of our culture.Our culture is unique, not only in our industry, but around the world. We provide trust and support to our team unparalleled in other companies. Our roots run deep as company, and we’ve created our success by relying on our people. Over the last three decades we’ve grown exponentially, and we’ve created a culture that rewards our employees with the opportunity to grow personally and in their careers.We have an employee stock ownership plan (ESOP) for eligible employees. This means that your role here is not just a job, it’s an investment into your future. It means that, along with your team members, you’ll have a hand in our ongoing growth and success. With nearly 30 years of service and exceptional growth, exciting things continue to happen at Bermex.Because our culture is built around people, we’ve made the growth and development of our team one of the four pillars of our success. These four pillars are baked into everything we do at Bermex:PeoplePeople are our greatest resource. We excel in mobilizing the best people effectively in any service area, providing exceptional service no matter where and when duty calls.ProcessNo matter the task at hand, we know how to tackle it. We’re experts in defining the parameters of success and executing on them. We do it all with safety—of our employees and our communities—driving every action we take.DedicationWe believe in long-term solutions and will help develop detailed road maps for continued success. We’ll assist in developing strategy for as long as you need it.EducationWe’re the experts—and we’re proud to extend that expertise to those who seek it. We offer qualified training opportunities in areas where they are needed to help our customers reach their fullest potential, preparing them for what their work throws at them.If you excel in a culture that values independence and growth, then we encourage you to join our team at Bermex. See our open vegetation management jobs or see all the career paths we have available to you.

Source : Bermex