Call Center Customer Service Representative

Burrtec Waste Industries•Fontana, CA

2d•$24 - $26

About The Position

Burrtec Waste Industries, Inc. is hiring a Customer Service Representative to provide customer service by telephone and face-to-face. The role assists customers with account setup, service changes and cancellations, service questions, commercial and industrial service options, billing issues, payments, complaints, and collections. It also involves entering and maintaining account information in the company’s in-house system and coordinating service work orders with operations. The position works in an office environment with daily contact with the public. The responsibilities listed are not comprehensive; additional tasks may be assigned or the scope of the job may change as business demands require. The offered pay range is $24.00 to $25.50 per hour. Burrtec offers a benefits package that includes 401(k), 100% paid medical, dental, and life insurance, and holidays, vacation, and PSL.

Requirements

Previous customer service experience.
Strong customer service orientation and interpersonal skills, with concern for customer satisfaction.
Good oral and written communication skills.
Good listening skills and the ability to elicit information.
Ability to establish and maintain effective, professional, and calm working relationships with customers and coworkers.
Flexibility and ability to handle multiple tasks.
Attention to detail and concern for quality.
Computer skills and ability to operate a 10-key calculator.
Ability to learn, interpret, and apply policies and procedures correctly.
Ability to calculate change and file alphabetical and numerical documents.
Professionalism and ability to maintain positive, respectful customer relationships.
Organizational skills to manage multiple accounts effectively.
Positive attitude.
Ability to stand and/or sit for prolonged periods, up to eight hours or more per day.
Manual dexterity and vision sufficient to use a personal computer for extended periods without abnormal hand, wrist, or eye strain.
Hearing sufficient to understand conversations in person and by telephone.
Ability to work with Microsoft Office (Excel and Word), a 10-key calculator, and a fax machine.

Nice To Haves

Previous call center experience.

Responsibilities

Start customer accounts, cancel or change service levels, and answer basic service-related questions.
Communicate available commercial and industrial services and their costs.
Gather information to start or discontinue service and enter it into the in-house system.
Follow company phone etiquette and procedures.
Use the in-house system to record service and account status in the remarks field.
Resolve customer complaints tactfully and effectively and offer resolution options.
Assist walk-in customers, process and post payments, and perform cash register functions.
Generate and submit work orders to operations for barrel exchanges, roll-off dumps and returns, deliveries, and extra pickups.
Resolve billing disputes and explain account history.
Process temporary service requests and communicate rental fees and overweight charges accurately.
Perform suppress billing functions.
Handle returned mail by gathering accurate customer information and resubmitting bills.
Process returned contracts, ensuring procedures are followed and files are appropriately maintained or purged.
Print generated invoices.
Process refund requests according to procedures and bring accounts to a zero balance.
Follow up on past-due balances and resolve delinquent accounts.
Contact customers about delinquent accounts and negotiate payment arrangements.
Ensure compliance with company policies and applicable regulations throughout the collections process.
Audit credit balances.