Customer Service Representative

JOB TITLE

Customer Service Representative

Santa Maria/Santa Barbara

Work onsite (No remote work)

Interfaces with internal/external customers and ensures their needs and concerns are handled with quality service and timely response. Strong work ethic with the ability to multitask and adapt in a fast-paced environment.

include but are not limited to the following

• Professionally handle a high volume of incoming calls and inquiries.
• Manages front desk duties as it relates to Customer and Driver support. Payment requests and intercompany paperwork distributions.
• Works with customers on all commercial and residential “Go Backs, “Misses”, and general driver communication follow-up.
• Communicates with customers via phone and email to receive orders for service starts, stops, changes, exchanges, repairs, and payment processing. From time to time may be asked to assist with customer calls relating to other company services such as Roll Off.
• Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated personnel for investigation.
• Deliver ongoing support and guidance for all internal and external customers. Inquire if there is a need for new or additional services.
• Process pro-rations and the month-end billing process for new starts, service stops, changes, and special services.
• Initiate the Batch Print process for all work orders for the next day and distribute accordingly.
• Backs up and supports other office personnel when they are unavailable.
• Audits paperwork to ensure that the service required was received by the customer.
• Dispatches as needed to respond to incoming service orders and resolve route and service issues.
• Possess a strong knowledge of internal processes, and understand the correlation and link between all business units.
• Uses a database system to gather and input notes, changes, or work order actions in customer accounts.
• Meets or exceeds service quality and productivity goals set for the position.
• Attends mandatory training to enhance system and equipment knowledge and customer service skills.
• Communicates inter-departmentally with Santa Barbara offices via email; phone, and chat
• Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• A minimum of 2 years of experience in a high-volume Call Center is required.
• Proficient in building trusting relationships with customers and being attentive to their needs.
• Customer-focused and exceptional listening abilities.
• Ability to effectively make quick, sound decisions.
• Professional phone and email etiquette.
• Strong ability to multitask in a fast-paced environment and high attention to detail.
• Excellent communication skills to effectively communicate to all levels of management and customers both verbally and in writing.
• Work efficiently and effectively, both independently and as a team, to meet Mar Borg’s customer service standards.
• Proficiency in the use of Microsoft Office software.
• Ability to work on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone.
• Keying data entry efficiently and accurately with proficiency in typing/keyboard is required.
• Bilingual English and Spanish skills a plus.

High School diploma or general education degree (GED); and two years of related customer service experience are required.

• Doing Good: Maintains and promotes integrity and values in the conduct of all activities.
• Making Good: Takes responsibility and ownership for a problem, project, or issue.
• Treating Our People Well:Proactively seeks and finds ways to provide extraordinary service. Fosters respect for all individuals and points of view. Works cooperatively and effectively with others to achieve common goals…