Call Center Customer Service Manager

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 Managerposition opening at our Riverside 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:

$65,000 - $105,000/year

Depending 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.