Call Center Customer Service Manager

Burrtec•Bakersfield, CA

39d•$75,000 - $105,000•Onsite

About The Position

Burrtec 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 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 a Customer Service Manager position opening at our VBI Hauling Division: Create an environment that encourages and motivates employees to exceed customer expectations by providing consistent direction and assistance to Customer Service Representatives. Develop and nurture strong long-term relationships with clients and serve as the primary escalation point for complex inquiries, complaints, and service issues, ensuring timely resolution.

Requirements

Minimum of three years’ experience supervising personnel in a customer service environment is required
Intermediate knowledge of Accounting Principles
Proficient typing skills
Strong PC skills with proficiency in Excel and Word and ability to learn and utilize internal Customer Service Software
Demonstrate leadership, problem solving and organizational skills and ability to maintain and promote a team oriented work environment
Strong organizational skills and ability to motivate large groups
Ability to multi-task and work well under pressure
Ability to balance team and individual responsibilities and helps build a positive team spirit
Proactively identify and resolve problems in a timely manner
Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
Ability to work in and/or back-up all incoming call queues
Excellent verbal, written and analytical skills
Good decision making, problem solving and communication skills
Excellent customer service skills and ability to work in a fast paced environment
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
Work area is primarily in an office setting and may have fluorescent lighting and air conditioning
Will work in an office environment and have daily contact with the public

Responsibilities

Maintain close contact with employees to ensure Customer Service Representatives meet customer retention goals, resolve customer issues in a timely, accurate and professional manner, and provide the highest level of customer satisfaction possible
Supervise the work of Customer Service Representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
Provide Customer Service Representatives with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes
Implement departmental policies, procedures, and service standards in conjunction with management
Ensure all daily, weekly, monthly, quarterly & yearly reports are done in a timely manner
Discuss job performance problems with Customer Service Representatives in order to identify causes and issues, and to work on resolving problems
Evaluate employees' job performance and conformance to regulations, and recommend appropriate personnel action
Review records and reports pertaining to activities such as production, payroll, and attendance in order to verify details, monitor work activities, and evaluate performance
Recruit, interview, and recommend Customer Service Representative candidates
Evaluate and ensure staff is properly trained in all aspects of their job requirements
Responsible for managing daily deposits by generating accurate reports and promptly depositing funds at the bank to ensure financial accuracy and compliance
Maintain accuracy and timeliness in customer billing processes, ensuring that bills reflect services accurately rendered and are issued promptly to maintain positive customer relations and financial integrity
Responsible for generating and processing refunds on a monthly basis, ensuring adherence to company policies and procedures while maintaining customer satisfaction and financial accountability
Act as the primary point of contact between local municipalities to ensure service changes are implemented on time and correctly
Responsible for answering action item related emails in prompt manner
Coach and develop employees by continuously communicating with team members and providing guidance for improvement and recognition of efforts
Other duties as necessary or assigned