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 acquisitions and successful bid proposals. Burrtec is a family-owned company thatfirmly believes the key element to our success is knowing how important each employee is in the organization.We have a Customer Service Managerposition opening at our Riverside Hauling Division:Create an environment that encourages and motivates employees to exceedcustomer expectations by providing consistent direction and assistance to Customer Service Representatives. Develop and nurture strong long-term relationships with clients and serve as the primary escalation point for complex inquiries, complaints, and service issues, ensuring timely resolution.
SALARY RANGE: $65,000 - $105,000/yearDepending on experience, subject to increases from 2-4% annually
ESSENTIAL DUTIES:- Maintain close contact with employees to ensure Customer Service Representatives meet customer retention goals, resolve customer issues in a timely, accurate and professional manner, and provide the highest level of customer satisfaction possible
- Supervise the work of Customer Service Representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Provide Customer Service Representatives with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes
- Implement departmental policies, procedures, and service standards in conjunction with management
- Ensure all daily, weekly, monthly, quarterly & yearly reports are done in a timely manner
- Discuss job performance problems with Customer Service Representatives in order to identify causes and issues, and to work on resolving problems
- Evaluate employees' job performance and conformance to regulations, and recommend appropriate personnel action
- Review records and reports pertaining to activities such as production, payroll, and attendance in order to verify details, monitor work activities, and evaluate performance
- Recruit, interview, and recommend Customer Service Representative candidates
- Evaluate and ensure staff is properly trained in all aspects of their job requirements
- Responsible for managing daily deposits by generating accurate reports and promptly depositing funds at the bank to ensure financial accuracy and compliance
- Maintain accuracy and timeliness in customer billing processes, ensuring that bills reflect services accurately rendered and are issued promptly to maintain positive customer relations and financial integrity
- Responsible for generating and processing refunds on a monthly basis, ensuring adherence to company policies and procedures while maintaining customer satisfaction and financial accountability
- Act as the primary point of contact between local municipalities to ensure service changes are implemented on time and correctly
- Responsible for answering action item related emails in prompt manner
- Coach and develop employees by continuously communicating with team members and providing guidance for improvement and recognition of efforts
- Other duties as necessary or assigned
QUALIFICATIONS:- Minimum of three years' experience supervising personnel in a customer service environment is required
- Intermediate knowledge of Accounting Principles
- Proficient typing skills
- Strong PC skills with proficiency in Excel and Word and ability to learn and utilize internal Customer Service Software
COMPETENCIES:- Demonstrate leadership, problem solving and organizational skills and ability to maintain and promote a team oriented work environment
- Strong organizational skills and ability to motivate large groups
- Ability to multi-task and work well under pressure
- Ability to balance team and individual responsibilities and helps build a positive team spirit
- Proactively identify and resolve problems in a timely manner
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
- Ability to work in and/or back-up all incoming call queues
- Excellent verbal, written and analytical skills
- Good decision making, problem solving and communication skills
- Excellent customer service skills and ability to work in a fast paced environment
PHYSICAL REQUIREMENTS/WORKING CONDITIONS:- 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
- Must have ability to operate computer, 10-Key calculator, and FAX machine
- Work area is primarily in an office setting and may have fluorescent lighting and air conditioning
- 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.