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 company 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 Manager position opening at our Santa Clarita 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: $75,000 - $105,000/yearESSENTIAL 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 possibleSupervise the work of Customer Service Representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problemsProvide Customer Service Representatives with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputesImplement departmental policies, procedures, and service standards in conjunction with managementEnsure all daily, weekly, monthly, quarterly & yearly reports are done in a timely mannerDiscuss job performance problems with Customer Service Representatives in order to identify causes and issues, and to work on resolving problemsEvaluate employees' job performance and conformance to regulations, and recommend appropriate personnel actionReview records and reports pertaining to activities such as production, payroll, and attendance in order to verify details, monitor work activities, and evaluate performanceRecruit, 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 complianceMaintain 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 integrityResponsible for generating and processing refunds on a monthly basis, ensuring adherence to company policies and procedures while maintaining customer satisfaction and financial accountabilityAct as the primary point of contact between local municipalities to ensure service changes are implemented on time and correctlyResponsible for answering action item-related emails in prompt mannerCoach and develop employees by continuously communicating with team members and providing guidance for improvement and recognition of effortsOther duties as necessary or assignedQUALIFICATIONS:Minimum of three years' experience supervising personnel in a customer service environment is requiredIntermediate 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 SoftwareCOMPETENCIES:Demonstrate leadership, problem-solving and organizational skills and ability to maintain and promote a team-oriented work environmentStrong organizational skills and ability to motivate large groupsAbility to multi-task and work well under pressureAbility to balance team and individual responsibilities and helps build a positive team spiritProactively identify and resolve problems in a timely mannerDemonstrate accuracy and thoroughness to meet productivity standards in a timely mannerAbility to work in and/or back-up all incoming call queuesExcellent verbal, written and analytical skillsGood decision-making, problem-solving and communication skillsExcellent customer service skills and ability to work in a fast-paced environmentPHYSICAL REQUIREMENTS/WORKING CONDITIONS:Standing and/or sitting for prolonged periods of time - up to 8 hours or more per dayManual dexterity and vision sufficient to operate a personal computer for long periods of time without experiencing abnormal hand, wrist or eye strainHearing sufficient to understand conversations, both in person and on the telephoneMust have ability to operate computer, 10-Key calculator, and FAX machineWork area is primarily in an office setting and may have fluorescent lighting and air conditioningWill work in an office environment and have daily contact with the publicWe provide a competitive salary commensurate upon experience and an EXCELLENT benefits package, including 401K and 100% paid medical/dental/life insurance and holidays/vacations/PSLs.

Created: 2025-02-09