Burrtec - Bakersfield, CA
posted 5 months ago
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 a Customer Service Manager position opening at one of our Bakersfield Hauling Divisions, Price Disposal. The primary responsibility of this role is to create an environment that encourages and motivates employees to exceed customer expectations by providing consistent direction and assistance to Customer Service Representatives. The Customer Service Manager will 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. The Customer Service Manager will 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. This role involves supervising the work of Customer Service Representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as they arise. The manager will provide guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. Additionally, the Customer Service Manager will implement departmental policies, procedures, and service standards in conjunction with management, ensuring that all reports are completed in a timely manner. The position also requires discussing job performance problems with Customer Service Representatives to identify causes and issues, evaluating employees' job performance, and recommending appropriate personnel actions. The manager will review records and reports pertaining to activities such as production, payroll, and attendance to verify details, monitor work activities, and evaluate performance. Responsibilities also include recruiting, interviewing, and recommending Customer Service Representative candidates, ensuring staff is properly trained, managing daily deposits, maintaining accuracy in customer billing processes, generating and processing refunds, and acting as the primary point of contact between local municipalities to ensure service changes are implemented correctly and on time. The Customer Service Manager will coach and develop employees by continuously communicating with team members and providing guidance for improvement and recognition of efforts.