Residential Accounts Customer Service Specialist
About The Position
JP Mascaro & Sons is a growing, family-owned company seeking a Customer Service Representative for their Lehigh Valley Division in Allentown, PA. This role is crucial for coordinating with route supervisors and drivers to ensure efficient dispatch and execution of daily trash and recycling routes. The position involves managing customer service calls, communicating with drivers, operating technology for information relay, maintaining logs, tracking hours of service, and handling customer inquiries and complaints. The role also includes creating daily operational reports and ensuring safety and compliance communication.
Requirements
- Two (2) years Customer Service experience required
- Proficiency in Microsoft Office products required
- A strong customer service focus and excellent customer service skills
- Excellent oral and written communications skills and the ability to carry out oral and written instructions.
- Ability to establish and maintain professional working relationships with co-workers, employees, managers, officials, and the general public.
Responsibilities
- Monitor, enter, and update customer service calls throughout the day.
- Communicate with drivers and note start times and estimated completion times, ensuring crews stay on schedule.
- Operate technology to receive and relay information to trash and recycling crews.
- Stay in periodic contact with crews throughout the day on a set schedule to keep abreast of any issues that may affect daily production.
- Maintain a communications log listing deliveries and pulls, problem stops, equipment problems and breakdowns, service issues, and any other pertinent information regarding the operation per the contract.
- Track and update hours of service as crews complete their daily assignments and reports daily to the operations manager.
- Communicate with customers regarding special pick-ups, questions, issues or complaints, if any.
- Report to route supervisors and/or operations manager regarding any issues that impact the production of the route.
- Responsible for creating and summarizing daily operational reports, and any other reports as required.
- Immediately inform management of any accident or safety/compliance concerns.
- Call each truck twice daily with the “Be Safe” message for the day.
- Keep a record of all calls on the log form.
- Report any customer relations issues, if any, to the general manager.
- Perform other administrative duties as assigned.
Benefits
- Health Insurance
- Life Insurance
- 401K with Company match
- Eligible for Annual Bonus
- A fun, family environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
