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Customer Service Representative

2 months ago

Santa Clarita, California, United States Burrtec Full time
Job Summary

Burrtec is seeking a highly skilled and customer-focused Customer Service Representative to join our team at our Santa Clarita Hauling Division. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers via telephone and face-to-face interactions.

Key Responsibilities
  • Assist customers with starting new accounts, canceling or changing service levels, and answering basic service-related questions.
  • Effectively communicate commercial and industrial services available and associated costs.
  • Start and/or discontinue service by eliciting information from customers and performing data entry tasks.
  • Follow proper phone etiquette and procedures in accordance with Burrtec's guidelines.
  • Utilize the in-house system 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 providing options to resolve complaints.
  • Assist walk-in customers, process/post payments, and perform cash register functions.
  • Generate work orders and submit them to operations for barrel exchanges, roll-off dump and returns, deliveries, and extra pick-ups.
  • Resolve billing disputes and effectively interpret and explain account history.
  • Process temporary service requests by ensuring 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 the CSR's have generated.
  • Process refund requests according to procedures and bring them to a '0' balance.
  • Audit credit balances.
Requirements
  • Strong customer service orientation coupled with interpersonal skills demonstrating 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 relationship with customers and co-workers.
  • Flexible and able to handle multiple tasks.
  • Detail-oriented and concerned with quality.
  • Microsoft Office (Excel and Outlook) 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.
  • Maintains a positive attitude.
Preferred Qualifications
  • Minimum of one year of previous customer service experience, required.
  • Previous call center experience, preferred.
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.