Call Center Customer Service Representative

Burrtec Waste Industries•Santa Clarita, CA

5d•$24 - $26•Onsite

About The Position

Burrtec Waste Industries, Inc. is hiring a Customer Service Representative to provide customer service by interacting with customers by telephone and in person. The role supports account setup and changes, service inquiries, billing, payments, complaints, work orders, temporary service requests, contracts, refunds, collections, and credit-balance audits. The position works in an office environment with daily public contact. The listed salary range is $24.00 to $25.50 per hour.

Requirements

Previous customer service experience is required.
Strong customer-service orientation and interpersonal skills focused on satisfying customers.
Good oral and written communication skills.
Good listening skills and ability to elicit information.
Ability to 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 are required.
Ability to learn, interpret, and apply policies and procedures correctly.
Ability to calculate change and file alphabetical and numerical documents.
Professionalism in maintaining positive and respectful customer relationships.
Strong 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 operate 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 is preferred.

Responsibilities

Start customer accounts, cancel or change service levels, and answer basic service-related questions.
Explain available commercial and industrial services and their costs.
Obtain customer information to start or discontinue service and enter it into the company system.
Follow Burrtec phone etiquette and procedures.
Record service and account status in the in-house system's remarks field.
Resolve customer complaints tactfully and offer options for resolution.
Assist walk-in customers, process and post payments, and operate the cash register.
Generate work orders for barrel exchanges, roll-off dumps and returns, deliveries, and extra pickups, and submit them to operations.
Resolve billing disputes and explain account history.
Process temporary service requests and communicate rental fees and overweight charges accurately.
Perform suppress billing functions.
Research return mail, obtain accurate customer information, and resubmit bills.
Process returned contracts, follow required procedures, and file or purge contracts as appropriate.
Print generated invoices.
Process refund requests according to procedures and bring accounts to a zero balance.
Follow up on past-due balances and resolve collection matters.
Contact customers about delinquent accounts and negotiate payment arrangements.
Ensure compliance with company policies and applicable regulations during collections.
Audit credit balances.
Perform additional tasks as assigned or as business demands require.