Call Center Customer Service Manager Job at Burrtec, Santa Clarita, CA

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  • Burrtec
  • Santa Clarita, CA

Job Description

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 that firmly believes the key element to our success is knowing how important each employee is in the organization.

We have a Customer Service Manager position opening at our Santa Clarita Hauling Division:

Create an environment that encourages and motivates employees to exceed customer 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:

$75,000 - $105,000/year

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.

Job Tags

Holiday work, Full time, Local area,

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