Call Center Customer Service Representative

Burrtec Waste Industries, Inc. 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 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: Customer Service Representative SALARY RANGE: $24.00/hour - $25.50/hour Provides a variety of customer service duties by interacting, servicing, and consulting with customers via telephone or face-to-face. ESSENTIAL DUTIES * Assist customers by starting new accounts and canceling or changing service levels and answering basic service related questions * Effectively communicate the various commercial and industrial services available and the cost associated with the service * Start and/or discontinue service by effectively eliciting information from the customer. Performs data entry tasks to enter the information into the in-house system * Follow proper phone etiquette and procedures in accordance with Burrtec’s guidelines * Utilize the in-house system on a consistent basis to enter information into the remarks field regarding service/account status * Provide 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 * Generate work orders and submits them to operations for barrel exchanges, roll-off dump and returns, deliveries and extra pick ups * Resolve 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 * Perform suppress billing functions * Handle return mail by gathering accurate customer information and resubmitting the bill * Process returning contracts by ensuring proper procedures have been followed and files and purges the contracts accordingly * Print invoices that have been generated * Process refund request according to procedures and brings them to a “0” balance * Experienced in debt collections with a focus on account follow-up and resolution of past-due balances * Skilled in contacting customers regarding delinquent accounts and negotiating payment arrangements * Ensures compliance with company policies and applicable regulations throughout the collections process * 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. * Computer Skills 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. * Demonstrates professionalism while maintaining positive and respectful customer relationships * Strong attention to detail and organizational skills to manage multiple accounts effectively * 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. * Ability to work on Microsoft Office (Excel and Word), 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.