Customer Service Representative

Vavia Columbia - West Columbia, SC

Full-time - Entry Level

West Columbia, SC

About the position

Roll Off Southeast, LLC is seeking a positive and professional Customer Service Representative to serve as the first point of contact for customers. This role is essential in delivering a best-in-class customer service experience, requiring outstanding communication skills and the ability to maintain a professional demeanor while interacting with customers via phone, text, or email. The representative will oversee customer orders, manage driver activities, and ensure effective communication with customers regarding their needs and inquiries.

Responsibilities

• Oversee all aspects of customer orders and minimal accounting for each customer profile.
• Manage daily activity of drivers and the daily dispatching/routing of driver tasks.
• Communicate with customers regarding asset utilization and manage landfill tipping fees and container double rents.
• Respond promptly to all orders from contractors, brokers, and residential customers.
• Work effectively in a high volume, fast-paced environment, prioritizing requests according to urgency and importance.
• Monitor the route and status of drivers to coordinate and prioritize their schedules.
• Provide drivers with information about orders, traffic, obstacles, and requirements for tasks.
• Manage days out reports and communicate to customers regarding asset utilization and billing expectations.
• Handle difficult situations calmly and effectively while maintaining professional engagement with inbound inquiries for dumpster rental.
• Maintain the ability to pivot conversations to find solutions to customer needs or pain points.
• Manage driver hours, hauls, and miles into appropriate spreadsheets.
• Ensure timely billing and invoicing of all customer accounts in the software system.
• Provide prompt responses to customer inquiries related to billing, including job site reports, discrepancies, refunds, and credits.

Requirements

• Bachelor's degree preferred but not required, combined with proven working experience.
• Interpersonal and high customer service skills.
• Attention to detail and active listening abilities.
• Excellent communication skills with sound judgment and critical thinking.
• Tech-savvy with experience in logistics/dispatching.
• Analytical and problem-solving skills.
• Outstanding organizational and multi-tasking skills.
• Ability to handle a high volume of calls, texts, and emails daily.
• Effective communication with drivers, General Managers, and upper management.
• Attentiveness and patience in customer interactions.
• Knowledge of service areas and traffic patterns.

Nice-to-haves

• Pursuit of excellence
• Teamwork and integrity
• Servant leadership qualities
• Confidence with humility
• Willingness to be held accountable and to hold others accountable.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance