Customer Service Representative

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 prioritize flexibility to help our team balance their professional and personal lives. Our commitment to our employees extends beyond the workplace—we offer an extensive benefits package, including full family health insurance coverage. 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

The Customer Service Representative is responsible for customer service calls for the Debris Box, Confidential Document Shredding and Waste Collection departments, and for resolving problems to the customer’s satisfaction.

Supervision Received and Exercised

This position reports to the Customer Service Manager.

This is a Non-Exempt, Hourly position.

Essential Job Functions

Duties may include, but are not limited to, the following:

• Provides courteous and efficient service on the phone and in person to both our customers and our employees of the company.
• Courteously interacts with customers by making return phone calls, or sending emails to ensure customers have been promptly, courteously and efficiently served.
• Greets and assists walk-in customers with debris box, waste collection and confidential document shredding services safely, productively and efficiently.
• Accurately and courteously collects payment for services.
• Provides customers with account information regarding current orders, basic billing questions and resolves complaints through a combination of uses of on-line resources, procedure manuals, the telephone, account information and in-person assistance from other internal service personnel.
• Guide customers on service selections and encourage recycling and composting services per protocols.
• Set-up new accounts accurately and completely according to procedure.
• Create work orders for missed pickups, cart exchanges, service change and other service requests from the operations department, including debris box orders and removals, container exchanges, new start accounts and final (closing) accounts.
• Accurately documents and creates work orders for Final Service, Stop Service for Non-Payment (SSNP) and Vacation stops/starts.
• Handles calls from difficult customers courteously and professionally.
• Accurately and completely documents all customer calls per protocol in Soft-pak system.
• Accurately documents compliance with recycling and organics laws for commercial businesses and apartments.
• Works with the Outreach Department to coordinate audits, assessments and education & training with customers.
• Demonstrates excellent attendance and attention to detail, and supports other Customer Service Representatives in their work so as to provide exceptional service to internal and external customers.
• Maintains knowledge of all franchised service offerings in all jurisdictions for various customer types (Commercial, Multifamily, Residential and Special events).
• 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 laws and ordinances regarding solid waste management for various customer types in compliance with outreach, education and monitoring documentation requirements.
• Creates and understands Excel reports and has excellent writing skills using Word.

Skills and Abilities

Knowledge of:

• Knowledge of Excel and Word programs.
• Customer service environment.

Ability to:

• Proficiently bi-lingual (read / speak Spanish) preferred.
• Analyze situations and adopt an effective course of action.
• Be knowledgeable about all aspects of the Marin Sanitary Service companies and the activities of the companies, and be able to convey that information upon request.
• Become proficient with Soft-Pak, the company’s customer management system.
• Learn the geography of the service area including the locations of streets, city/town boundaries and topographical and man-made hazards.
• Communicate clearly and concisely, orally and in writing in English.
• Demonstrate attention to detail.
• Demonstrate decision making and problem solving skills.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Works closely and collaboratively with co-workers in a team environment.

Education/Experience

• High school diploma or G.E.D. certification required
• A minimum of one (1) year of customer service experience
• Demonstrable proficiency with the Microsoft Office applications, in particular Microsoft Word and Excel.

LICENSES AND CERTIFICATES

Certificate of Qualifications with Microsoft Office programs, especially Word and Excel preferred.

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

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

Salary : $18 - $22