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 / year

ESSENTIAL 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 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

QUALIFICATIONS :

COMPETENCIES :

PHYSICAL REQUIREMENTS / WORKING CONDITIONS :

We 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.

Salary : $75,000 - $105,000