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Burrtec Waste · 7 hours ago

Call Center Customer Service Manager

Bakersfield, CA, US

Full-time

Onsite

Mid Level

$75K/yr - $105K/yr

3+ years exp

Burrtec Waste is a well-established refuse and recycling collection company serving Southern California. They are seeking a Call Center Customer Service Manager to create an environment that motivates employees to exceed customer expectations and to serve as the primary escalation point for complex inquiries and complaints.

ConstructionRecyclingResidential

Responsibilities

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

Qualification

Customer service supervisionAccounting principlesCustomer service softwareExcel proficiencyWord proficiencyCustomer service skillsLeadership skillsProblem solvingOrganizational skillsCommunication skills

Required

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

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

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