Customer Service Representative

Customer Service Representative Marin Sanitary Service - San Rafael, CA $18 - $22 an hour At Marin Sanitary Service, we pride ourselves on fostering a strong family-oriented culture. We believe that when our employees feel supported, both at work and at home, they thrive. That’s why we offer flexibility where we can and strong team support. We also provide a comprehensive benefits package, including full family health insurance, and a team environment that feels supportive and connected. If you're looking for a workplace that values community, teamwork, and work-life balance, we’d love to have you on board. Customer Service Representative Overall Responsibility As a Customer Service Representative, you are often the first point of contact for our customers and play a key role in delivering a positive, solutions-focused experience. You’ll support customers across our debris box, waste collection, and confidential document shredding services - helping resolve issues, answer questions, and ensure services run smoothly. Supervision Received and Exercised This position reports to the Senior Customer Relations Manager. This is a Non-Exempt, Hourly position. Essential Job Functions Duties may include, but are not limited to, the following: Provide courteous and efficient service to customers by phone, email, and in person Assist walk-in customers with debris box, waste collection, and shredding services Accurately process payments and assist customers with account and billing inquiries Set up new accounts and process service changes, including starts, stops, and vacation holds Guide customers on service selections and encourage recycling and composting services per protocols Document and support compliance with recycling and organics regulations Create and manage work orders for missed pickups, container exchanges, debris box orders/removals, and other service requests Resolve customer concerns professionally, including difficult or escalated situations Document all customer interactions and service requests in the Soft-Pak system Coordinate with Operations, Outreach, and the Billing department on service issues, audits, customer education, and compliance Demonstrates excellent attendance and attention to detail, and supports other Customer Service Representatives in their work so as to provide exceptional service Maintains knowledge of all franchised service offerings in all jurisdictions for various customer types (Commercial, Multifamily, and Residential). Maintains knowledge of all non-franchised service offerings in all jurisdictions for various customer types (Commercial, Multifamily, Residential, and Special events). Maintains basic understanding of applicable local and state laws and ordinances regarding solid waste management for various customer types Knowledge of: Excel and Word programs. Customer service environment Ability to: Communicate clearly and professionally, both verbally and in writing Analyze situations and determine appropriate solutions Gain a working knowledge of Marin Sanitary Service and its sister companies, including services and operations Learn company services, service areas, and internal systems (Soft-Pak) Maintain attention to detail and accuracy in data entry and documentation Demonstrate decision making and problem solving skills Work collaboratively with other departments to resolve customer issues Preferred: Bilingual (Spanish/English) Education/Experience High school diploma or G.E.D. certification required A minimum of one (1) year of customer service experience Proficiency in Microsoft Office (Word and Excel) Work Environment This job operates in a professional office environment Physical Demands Mobility within an office and a field environment for indefinite periods of time Involves working in a waste and hazardous waste collection, disposal, recovery and recycling environment Involves working in an environment with farm animals and plant materials Requires clarity of hearing Requires the ability to communicate clearly and effectively, in person, in writing and by telephone and email Position Type and Expected Hours of Work This is a full time position. Works Monday – Friday, may be required to work on holidays or on days following holidays, and occasional evening, weekend, late night or early morning hours may be necessary for meetings and deadline projects May be called into work on Sundays and during emergencies. Travel This position does not include travel. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Job Type: Full-time Pay: $18.00 - $22.00 per hour Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Shift: 8 hour shift Ability to commute/relocate: San Rafael, CA 94901: Reliably commute or planning to relocate before starting work (Required) Application Question(s): What is the highest level of education you have completed? Provide an example of a time that you needed to handle an angry, frustrated and / or rude customer. What did you do? Provide an example of a time that you needed to 'deliver under pressure' Please give an example of needing to shift your focus quickly (multi-tasking) Education: High school or equivalent (Preferred) Language: Spanish (Preferred) Work Location: In person