Customer Service Representative

JOB TITLE: Customer Service Representative 

LOCATION: Santa Maria/Santa Barbara

WORK ONSITE

POSITION SUMMARY:

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.

DUTIES AND RESPONSIBILITIES include but are not limited to the following: 

• 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.

QUALIFICATIONS:

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.

KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE:

• 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 MarBorg’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. 

EDUCATION and/or EXPERIENCE:

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

CORE COMPETENCIES:

• 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 characterized by pride, trust, and commitment.
• Observant:  Ability to identify safety or operational deficiencies and to quickly implement a correction.
• Safety Matters: Actively participates in creating a safe and healthy workplace for our employees and our customers.
• Environmentally Focused: Takes initiative to preserve and improve our local environment for future generations.  Makes every day Earth Day.

JOB SPECIFIC COMPETENCIES: Active Listening, Attention to Detail, Calm Under Pressure, Caring, Communication, Conflict Resolution, Teamwork

LANGUAGE SKILLS:

Ability to read and write English, and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. They should also be able to speak English effectively before groups of customers or employees of the organization. Basic Spanish skills are a plus.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.   Ability to compute rate, ratios, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

We are a drug-free & alcohol-free work environment.  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. 

The noise level in the work environment is usually moderate.