Regional Customer Service Manager

5 days ago

Bakersfield, California, United States Burrtec Waste Industries Full time

Burrtec 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 to our success is recognizing the importance of each employee in the organization.

We have the following position at our VBI Hauling division:

Regional Customer Service Manager

Regional Customer Service Manager is responsible for the day to day management of the Billing Department and Customer Service. Will report directly to District Manager.

ESSENTIAL DUTIES:

  • Maintain close contact with Customer Service Managers to ensure they resolve customer issues in a timely, accurate and professional manner, and provide the highest level of customer satisfaction possible.
  • Oversee the work of Customer Service Managers to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Ensure all escalated customer service complaints are handled and resolved by Customer Service Manager in accordance with company policies and procedures.
  • Implement departmental policies, procedures, and service standards.
  • Evaluate departmental performance and conformance to regulations, and make appropriate recommendations.
  • Oversee the Recruiting, interviewing, and selection of Customer Service Representatives and Billing Departments personnel.
  • Responsible for overseeing the timely submission of annual tax roll billing for multiple cities to the corresponding County agencies. Includes reconciliation of tax roll submission and follow up changes to direct billed accounts after annual submission.
  • Ensure compliance of billing schedules.
  • Supervision of Billing Department personnel.
  • Coordinate requests from other departments for the Billing department.
  • Ensure timely communication of rate increases to our Customers, and to the Billing and Customer Service Department.
  • Other duties as necessary or assigned.

KNOWLEDGE SKILLS AND ABILITIES:

  • Must have strong organizational skills and ability to motivate large groups.
  • Must have good decision making, problem solving and communication skills.
  • Must have excellent customer service skills and ability to work in a fast paced environment.
  • Must have knowledge of basic accounting principles.

TRAINING AND EXPERIENCE:

  • Must have previous experience supervising personnel in a customer service environment

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.

WORKING CONDITIONS:

  • Work area is primarily in an office setting and may have fluorescent lighting and air conditioning.

We offer competitive wages and an excellent benefits package including 401k and 100% paid medical/dental/life insurance and holidays/vacation/PSL.

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