Call Center Customer Service Rep - Burrtec

Burrtec is a well-established refuse and recycling collection company serving over fifteen municipalities throughout Southern California and employing over 1200 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 at our City of San Bernardino Hauling location.

Call Center Customer Service Representative

Provides a variety of customer service duties by interacting, servicing, and consulting with customers via telephone or face-to-face.

ESSENTIAL DUTIES

• Assists customers by starting new accounts and canceling or changing service levels and answering basic service related questions.
• Effectively communicates the various commercial and industrial services available and the cost associated with the service.
• Starts and/or discontinues service by effectively eliciting information from the customer. Performs data entry tasks to enter the information into ACS system.
• Follows proper phone etiquette and procedures in accordance with Burrtec’s guidelines.
• Utilizes the ACS system on a consistent basis to enter information into the remarks field regarding service/account status.
• Provides 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.
• Generates work orders and submits them to operations for barrel exchanges, roll-off dump and returns, deliveries and extra pick ups.
• Resolves 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.
• Performs suppress billing functions.
• Handles return mail by gathering accurate customer information and resubmitting the bill.
• Processes returning contracts by ensuring proper procedures have been followed and files and purges the contracts accordingly.
• Prints invoices that the CSR’s have generated.
• Processes 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.
• Microsoft Office (Excel and Outlook) 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.
• Must have ability to operate computer, 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.