Assistant 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 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 an Assistant Customer Service Manager position opening at our City of San Bernardino Hauling Division:

POSITION SUMMARY: 

The Assistant Customer Service Manager supports the Customer Service Manager in enhancing operational efficiency and ensuring exceptional customer service. This role involves overseeing the performance of Customer Service Representatives, ensuring they meet retention goals, resolve issues professionally, and adhere to quality standards. Responsibilities include managing daily operations such as financial reporting, billing, refunds, and deposits, as well as collaborating with municipalities to ensure timely service changes. The Assistant Manager also helps with recruitment, training, and performance evaluations to ensure the team’s success and continuous improvement, all while addressing complex customer concerns and supporting the overall customer service strategy.

KEY RESPONSIBILITIES:

• Assists the Customer Service Manager in developing operational efficiency 
• 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 Customer Service Manager
• 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
• 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 
• 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
• 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: 

• Minimum of three years’ experience supervising personnel in a customer service environment is required
• Intermediate 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 Software

COMPETENCIES:

• Strong organizational skills and ability to motivate large groups

• Ability to multi-task and work well under pressure
• Ability to balance team and individual responsibilities and helps build a positive team spirit
• Proactively identify and resolve problems in a timely manner
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
• Ability to work in and/or back-up all incoming call queues
• Excellent verbal, written and analytical skills
• Good decision making, problem solving and communication skills
• Excellent customer service skills and ability to work in a fast paced environment

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• Standing and/or sitting for prolonged periods of time - up to 8 hours or more per day
• Manual dexterity and vision sufficient to operate a personal computer for long periods of time without experiencing abnormal hand, wrist, or eye strain
• Hearing sufficient to understand conversations, both in person and on the telephone
• Must have ability to operate computer, 10-Key calculator, and FAX machine
• Work area is primarily in an office setting and may have fluorescent lighting and air conditioning
• Will work in an office environment and have daily contact with the public           

We offer competitive wages and an excellent benefits package, including 401k and 100% paid medical/dental/life insurance and holidays/vacation/PSL.